The Ultimate Guide: Customer Success vs Customer Support

CSM Practice - The Customer Success Podcast

Customer support and customer success play crucial roles in any business. However, when these teams operate independently, it can lead to issues for both the customers and the business.
In this insightful episode, we explore the vital connection between Customer Success and Customer Support with our special guest, Mikael Blaisdell, Executive Director at The Customer Success Association. Mikael brings extensive expertise in Customer Support, shedding light on the alignment and collaboration between these essential functions.
Key Points:

• Separation Benefits: Insights on the benefits of separating Customer Success and Customer Support.
• Distinct Goals: Highlighting distinct goals and performance indicators for both functions.
• Efficiency Through Specialization: Discussing increased efficiency through specialization and managing scalability challenges.

Join us in this thought-provoking discussion as we unravel the intricacies of Customer Success and Customer Support, providing valuable insights and perspectives.
Watch the full episode here: https://youtu.be/TWlWsuFVoh4
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Additional Resources:
📑 Blog: Customer Support 2.0 and the Rise of the Portfolio Success Manager
https://bit.ly/47Drtx7
🎥 Video: 😳 Customer Success vs. Customer Support: What's the difference?
https://youtube.com/shorts/Paq5q1dcfaE
⏬ Download Infographics: Customer Success vs. Customer Experience
https://bit.ly/4aReQBz

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Розділи

1. Intro (00:00:00)

2. Tech Support (00:03:29)

3. CSM Ticket (00:05:35)

4. Support Synergy (00:09:50)

5. CS Data (00:15:50)

6. Support KPIs (00:16:48)

7. Support Challenge (00:24:11)

8. Customer Association (00:30:20)