Unlock the customer success pipeline stages for Technical Support

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so lots of times I'm asked can I use customer support reps and agents as my customer success managers can have the same individual you know wearing two hats and I think before I answer this question it is important that we understand the key difference between customer success and customer support it's just not to a department it's just our different KPI there is an entire mindset which is different again I'm not saying customer support is not important in fact in the subscription economy anything for sales is becoming more and more important customer support and success both are equally important in the subscription economy compared to you know the ownership economy so so coming back customer support is fundamentally a cost center because you have to deliver customer support a customer's purchase the product and post purchase they have a question a query they need some help they reach out to you say hey dear support team can you help me with ABC XYZ and whether it's whatever the channel chat social Twitter's Facebook's of the world or or phone calls you know however your customers reach out to you and whatever channels you've made available to them customer support is fundamentally reacting to requests received from the customer and hence it has a cost center mindset to it at least traditionally it has a very cost Center mindset to it whereas customer success is something which is more long-term more strategic that it's not about just this one query how do I log in how do I reset my password and how do I create a new dashboard how do I create a new view how do i integrate with this new with another system it's just not about solving these questions customer success is mostly hold on can you tell me what you are trying to achieve in fact this is something that you actually get from your sales team during your onboarding process okay this is the reason why you purchase the product let's go ahead and now set you up for that larger success and hence has a delivering largest success mindset creating or rather delivering a business impact mindset helping them get to their desired goal mindset which in turn leads to a profit Center mindset so from a company perspective while customer support you have to have a minimum X number of people trying to handle a wide number of queries that you receive per day per week however you measure and whatever time sort of time zones you provide coverage and customer success on the other hand is is not a must-have it actually purely depends on how many customer success managers you start with and to what level you scale to do you want to have one success manager only for the top hundred customers do you want to have you know one success manager but all customers it purely depends on how you want to scale up and what sort of what sort of a hand-holdin what sort of a ensuring that you want to deliver to your customers to achieving that success and customer success has a profit Center mindset if you are able to deliver customer success they're likely to stay longer that means you're likely to have a longer lifetime value of the customer the LTV is going to go higher and the customers are going to refer more are going to do more advocacy are likely to buy more both expand and upsell and cross-sell all of those channels open up your customer success mindset is a profit Center mindset because every every investment you make in customer success is essentially an investment which is going to result in in company profits and company growth in lifetime value and upsell expansions all of that stuff whereas customer support is essentially a cost center you have to maintain a minimum X number of support agents to support Y number of queries that you must be receiving either per customer or day per week whatever that measure is so answering your question so should you have customer support guys doing customer success ideally no we recommend having two different taking care of both of these roles in fact it's very common especially for technical products that a customer success individual or customer success manager is going to generate customer support tickets on behalf of the customer on behalf of their portfolio customers for the customer support team so a customer support usually is an expert on the product and whereas customer success is typically an expert on the domain trying to help the customer get the desired outcome thank you if you liking some of these conversations that snippets of conversations that we really have I think what you're gonna really love is our longer webinars so we do a ton of webinars on customer success topics and there we typically invite even industry expert or do a major deep dive on a particular topic the immediately next webinar that you're doing is linked below and or wherever you're supposed to find the text around this video so go ahead and check it out and usually these are very interesting customer success topics and if this is something that you would like to deep dive into broader than just getting whatever value you get from the couple of minutes video do go ahead and sign up and we look forward to seeing you on the webinar take care