When I began writing this post, my aim was to share the experiences and knowledge of the Centrical Customer Success team that I lead. And then COVID-19 hit, presenting challenges few of us could have imagined. While the main principles of our approach haven’t changed, the pandemic did reinforce a personal motto: “Always be relevant. Be flexible and agile to stay relevant for your customers.” Given what we’ve been through the last few months, I have added a few newly learned lessons.