SaaS Customer Success Blog

Why customer support must come before customer success

whynotbothgif.gifCustomer support and customer success are related, but distinct practices. And customers expect both from mature companies.

Q: Which do customers need most, and which do they expect first -- customer support or customer success?
A: Great customer support is a market force in 2018. Build great support from day one. Then time the building of a great success team after.
You can't build both at the same time. So which to do first?
Topics: customer support customer success

What's the difference between customer success and customer support?

Industry folk use both terms. Sometimes they interchange them freely or equivocate withoutrealizing it. Sometimes they draw sharp divisions between these two functions of a business.

The two are linked but different disciplines -- and require different mindsets and playbooks to win.

I had the real pleasure of talking about this topic with George Szundi, of Natero, a customer success platform for B2B companies. You can read the full write-up here on Natero's blog, or read the cliff's notes below for how success and support differ on in a few key areas.

Topics: customer support customer success