BizSugar.com › Customer Service › Intercom (the customer experts) on Customer Success vs. Customer Support

If you’ve spent any time in the tech or SaaS worlds within the past few years, you’ve experienced the rise of the Customer Success department.

But while the term “Customer Success” is meant to indicate a proactive approach to product adoption, the reality is that many companies use it as a fancy new name for support.

In this interview, Brooke Goodbary, Customer Success Manager at Intercom, shares best practices she and the Intercom team use to stay proactive, create real relationships at scale and understand when to expand their team.