The Association of Support Professionals held an online conference Oct 6, 7 and 8th that looked at the benefits of aligning Customer Success and Support activities. During these three days, experts talked about how Customer Success and Support can work together for both the Customer and the Company. This blog highlights the session where Tom Sweeny shared how Support and success teams must find ways to cooperates to provide the customer experiences necessary to retain and expand customer relationships.
Support and Success teams must find ways to cooperate and collaborate to provide the customer experiences necessary to retain and expand customer relationships. For some companies Support and Success roles and functions will remain distinct, for others, convergence is inevitable. This presentation will explore the leading trends and practices from across the technology services industry to describe how companies are forging powerful relationships between Support and Success functions and blending teams to create new types of service offerings. This presentation will examine the industry examples and practices for defining key staff roles, organizational structures, metrics, programs and policies.
Tom Sweeny, CEO & Founder, ServiceXRG.
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