From the course: Customer Success Foundations

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Differentiating customer success from other departments

Differentiating customer success from other departments

From the course: Customer Success Foundations

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Differentiating customer success from other departments

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- Customer success is a team effort. Every functional part of the organization can play a role. There can be gray areas between different parts of the organization regarding who is responsible for what the customer needs, but it is up to customer success to ensure that nothing falls through the cracks. One of my favorite radio ads starts like this: "Now you have a friend in the diamond business." The idea is that if your cousin or college roommate was a jeweler, they would give you the straight scoop on what to buy and what to pay. And if you had a problem, they'd help you solve it. A really simple way to think about your role in customer success is that you are the customer's best friend inside the company. If your mom or the guy on your soccer team called to ask for help, you'd go out of your way to do what you could, right? You'd use your smarts to find the answer to their problem even if it wasn't in your job description. Since you're just trying to do whatever you can to help…

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