A signature Jeff Moss story used to anchor the principle that the CS mission is to get the customer all the way to the end of the line, even when 70% of the work is outside your own product.
At a prior CS role, Jeff's product depended on a third-party CRM that had terrible support. He logged into the third-party tool and built 35 help center articles for problems in their system, so his team could solve any cross-product issue.
Jeff Moss
Founder, Expansion Playbooks. A decade studying customer retention and expansion data from 75+ recurring revenue businesses.