This article is shared here from Ron’s LinkedIn post
Customer Success is NOT Customer Support
Here’s Why:
One of the biggest misconceptions in the business world is that Customer Success and Customer Support are the same thing. Often times, both functions are mistakenly bled together creating confusion and inefficiencies both internally and externally with the customer. While both are critical, they play very different roles in a company’s growth and customer relationships.
Customer Support is reactive. It’s there to troubleshoot problems, answer questions, and put out fires. It’s about addressing immediate issues to ensure customers can continue using a product or service without interruption.
Customer Success, on the other hand, is proactive. It’s all about empowering customers to achieve their goals and get maximum value from the product. It’s about building long-term relationships, anticipating needs, and ensuring customers are growing, thriving, and renewing with your business.
In short:
- Support solves problems after they arise.
- Success prevents problems by ensuring customers are set up to succeed from day one.
