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.The intense focus on customer success is highly correlated to the economic realities of subscription revenue streams. The safest way to ensure customer renewal is to drive adoption. In the rush to embrace a customer adoption charter, many traditional support organizations are being rebranded as “success” organizations. In other cases, new success organizations are being created to stand beside the traditional support organization. Often, the lines of demarcation are fuzzy. They can also be fertile ground for internal turf wars.How do you know if you have truly crossed the line from “support” to “success?” TSIA believes that customer success is really not an organization, but a broad capability, and that the supporting capabilities for customer success will be found in multiple organizations. In this webinar, 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?”Register now to hear TSIA’s unique perspective on the hot topic of customer success.
VP Research, Support Services, TSIA
Executive Director, TSIA
Publish Date: June 25, 2014
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