Video · 32 min

The Ultimate Guide: Customer Success vs Customer Support

CSM Practice Free Beginner

The Ultimate Guide: Customer Success vs Customer Support

Most explanations of this difference are one paragraph of theory. This one walks through who owns what, how the two teams hand work back and forth, and what breaks when you merge them, so a founder can actually draw the line.

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The question it answers

  1. What is the difference between customer success and customer support?

Read with it

  1. Chargebee's customer success leader answering an Indian founder's question in the SaaSBoomi community. Eight points, starting... SaaSBoomi Article · 8 min read Best Practices for Setting Customer Success in your SaaS start-up Sri Maneru
  2. A plain reference for the retention metric set (retention rate, revenue churn, CLTV, NPS) with formulas, from an Indian SaaS... Freshworks Article · 14 min read What is Customer Retention? Key Metrics and Strategies Freshworks
  3. The book that defined the function. Worth reading once if you are building the team, mostly for the ten laws and the argument... Wiley Book · 256 pages Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue Nick Mehta, Dan Steinman and Lincoln Murphy
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