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What new skills are needed for customer success to be effective in times of economic uncertainty?
Customer success does need new skills. How are people helping management and HR understand the new skills needed for customer success? Customer success is very different from customer support but not everyone can articulate the difference. In my experience, customer support is very much focussed on understanding one's own application. Customer success requires an understanding of (and caring about) one's customers business. Customer support is about use, customer success is about value.