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Research Report
The Support Services-Customer Success Handshake
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March 11, 2024
Overview
Challenges
Exceptional customer experiences come from consistent interactions between support and customer success teams, highlighting the need for continuous engagement. This report outlines what a successful working partnership between these two organizations should look like.
Summary
The report outlines the essential partnership between customer success (CS) and support services (SS) in enhancing customer experiences and outcomes in enterprise technology. It emphasizes the importance of synchronized efforts during critical escalations, proper role definitions, and access to vital customer health information to streamline processes and improve satisfaction and retention rates.
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