What is the key focus of Customer Success compared to Customer Support?

The key focus of Customer Success is long-term relationship building, which emphasizes proactively ensuring that customers derive maximum value from a product or service over time. Unlike Customer Support, which primarily addresses immediate issues and technical troubleshooting, Customer Success aims to foster a deeper connection between the provider and the customer. This relationship is critical for ensuring customer satisfaction, loyalty, and retention.

In the context of Customer Success, professionals work to understand customers' needs, provide ongoing resources and training, and help them achieve their desired outcomes with the product. Through this relationship, Customer Success teams can anticipate challenges and opportunities for improvement, thereby enhancing the customer experience.

In contrast, immediate issue resolution and technical troubleshooting are more aligned with the Customer Support function, which reacts to problems as they arise rather than focusing on long-term strategies. Product sales strategies, while important, do not directly relate to the ongoing journey and relationship fostered by Customer Success.