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Is customer success part of sales or support?
Neither..
CSMs have to build relationships, identify customer goals and map out how their services and products will help support them.
It’s a consulting motion.
Behind the CSM, we need solid customer support and product engineering who capture, triage, track and resolve problems *quickly and reliably.*
Then CS can be proactive and strategic to drive business outcomes that lead to renewals, upsells and powerful customer stories and references.
Many companies are failing to make this distinction, and CS is seen as an extension of support.
What should we be doing to clear the path for customer success teams to be more consultative with customers?
View original discussion on LinkedIn
