Customer success has become a hot term in our industry. The new generation of "technology as a service" companies do not have customer support functions--they have customer success functions.
What is the difference? The industry is fairly well aligned on the answer:
- Customer support is about availability (fixing broken systems).
- Customer success is about adoption and retention.
TSIA believes that customer success is really not an organization, but a broad set of capabilities that will be found in multiple organizations.
In this session, TSIA will explore the following concepts:
- What capabilities are truly unique to the customer success function?
- What capabilities that support customer success already exist in a typical technology company?
- How does a company migrate from "support" to "support and success?"