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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.

Included in the full report

Collaboration is Crucial:

A strong relationship between CS and SS is key for effectively managing escalations and ensuring positive customer experiences.

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Defined Roles and Responsibilities:

Clear ownership of the escalation process is necessary for efficient communication and resolution, ideally housed within the support services team.

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Access to Customer Health Data:

Both CS and SS teams need visibility into customer health metrics to preemptively address potential issues and support adoption efforts.

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Importance of Proactive Engagement:

While CSMs should engage proactively, they must also be responsive during escalations, collaborating closely with support teams.

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Organizational Best Practices:

Implementing documented processes and RACI charts helps delineate responsibilities and streamline escalation management.

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