In the below topic let us discuss the basic understanding and some of the key differences between Customer Service and Customer Success.
First lets see the basic definition for Customer Service and Customer Success means:
Customer service is the process of addressing customer inquiries, concerns, and issues as they arise, with the goal of resolving them quickly and effectively. It is typically provided through various channels, such as phone, email, chat, and social media.
Customer success, on the other hand, is focused on proactively ensuring that customers achieve their desired outcomes and overall success with the product or service. It is a holistic approach that involves understanding the customer’s goals and needs, and working with them throughout their entire lifecycle to ensure their success. Customer success is a strategic function that requires cross-functional collaboration and alignment to deliver the best possible outcomes for customers.
Which comes first ? Cx service or Cx success
Typically, customer service comes first, as it is often the first point of contact between the customer and the company. Customer service is focused on addressing customer inquiries, concerns, and issues as they arise. However, Cx success should be a key goal for the company from the beginning, as it is focused on proactively ensuring that customers achieve their desired outcomes and overall success with the product or service. While Cx service can address immediate needs and issues, Cx success takes a more long-term and strategic approach to ensuring customer satisfaction and loyalty.
Let us see below the top 10 must know differences between Cx service and Cx success:
Below are the topics covered:
1. Focus 🎯
2. Timing ⏰
3. Metrics 📊
4. Ownership 💼
5. Relationship 🤝
6. Approach 🚶♂️
7. Engagement 🤝💻
8. Scope 🔍
9. Accountability 👥💼
10. Value 👥
Focus:
Cx service is focused on addressing customer issues or concerns as they arise. While Cx success is focused on proactively ensuring that customers achieve their desired outcomes and overall success with the product or service.
Timing:
Cx service is typically reactive, responding to customer inquiries or complaints as they occur. Whereas Cx success is proactive and ongoing, working with customers to ensure they have what they need to succeed at all times.
Metrics:
Cx metrics typically measure customer satisfaction with the support experience, such as response time and issue resolution. On the other hand, customer success metrics focus on outcomes, such as product adoption, retention, and expansion.
Ownership:
Customer service is often handled by a dedicated team, while Cx is typically a company-wide effort that involves all departments and stakeholders, from sales to product development to marketing.
Relationship:
Customer service resolves issues; customer success builds long-term relationships by understanding needs and goals.
Approach:
Cx service is often reactive and problem-solving, while Cx success takes a proactive, consultative approach to helping customers succeed.
Engagement:
Customer service often only engages with customers when there is an issue, while Cx success actively engages with customers throughout their entire lifecycle to ensure their success.
Scope:
Cx service typically only focuses on the specific issue or question at hand, while Cx success takes a more holistic view of the customer’s goals and needs.
Accountability:
The accountability for resolving issues quickly and efficiently often falls on Cx service, while Cx success is accountable for ensuring that customers achieve their desired outcomes and success.
Value:
People see Cx service as a cost center, whereas they see Cx success as a value center that has the potential to drive revenue growth through customer retention, expansion, and advocacy.
Check out my previous post on The What’s and Why’s of Customer Success for details on basics of Customer Success.
