How is customer success different from customer service?
Posted: Wed Dec 18, 2024 4:25 am
After all, the words of Jason Lemkin, manager of Storm Ventures, ring true: “Customer success is where 90% of revenue is.”
And if you think about it, there is no waste in his words because Customer Success naturally includes in its package, a unique and personalized shopping experience.
You know very well what it means to offer unique shopping experiences these days; we are in the era of renewed and digital word-of-mouth advertising. If a customer has “increased the number of conversions through the chatbot” that you sold them, for example, it is very likely that they will have no problem recommending you and making public their satisfaction with the service you have provided.
The shopping experience plays a very important role in these times, and engineering email list Customer Success aims to ensure that our customers have the best experience after their purchase and throughout the entire life cycle as a customer.
The importance of customer success and how it adds value to the customer and their life cycle
There are two words that will allow us to establish the most notable differences: traditional customer service is reactive, and Customer Success is proactive.
Reactivity, as the term implies, reacts just when the client has presented a problem. It is as we have indicated above: You hire a service or buy a product and along the way you may have some inconveniences that prevent you from using it correctly.
You contact technical support or customer service and with a bit of luck you will be able to resolve the problem and continue using the product or service on your own.
Traditional customer service, in other words, focuses on each particular case and reacts only when the customer experiences a problem. Interaction occurs only when the situation warrants it.
While Customer Success is proactive and all because it usually detects threats in time to turn them into opportunities.
For this proactivity to occur, Customer Success suggests that marketing and sales merge to facilitate and collect as much data as possible in order to get ahead of problems rather than encountering them “face to face.”
Customer Success also teams up with its customers and reports on every step taken to ensure that its customers' strategy achieves better results. It is essentially focused on the customer and how they can be successful.
Unlike traditional customer service that only tries to fix a problem while the rest of the team focuses on closing more sales.
Customer Success is quality of service and anticipating customer problems so that they can achieve success in a supported manner.
And if you think about it, there is no waste in his words because Customer Success naturally includes in its package, a unique and personalized shopping experience.
You know very well what it means to offer unique shopping experiences these days; we are in the era of renewed and digital word-of-mouth advertising. If a customer has “increased the number of conversions through the chatbot” that you sold them, for example, it is very likely that they will have no problem recommending you and making public their satisfaction with the service you have provided.
The shopping experience plays a very important role in these times, and engineering email list Customer Success aims to ensure that our customers have the best experience after their purchase and throughout the entire life cycle as a customer.
The importance of customer success and how it adds value to the customer and their life cycle
There are two words that will allow us to establish the most notable differences: traditional customer service is reactive, and Customer Success is proactive.
Reactivity, as the term implies, reacts just when the client has presented a problem. It is as we have indicated above: You hire a service or buy a product and along the way you may have some inconveniences that prevent you from using it correctly.
You contact technical support or customer service and with a bit of luck you will be able to resolve the problem and continue using the product or service on your own.
Traditional customer service, in other words, focuses on each particular case and reacts only when the customer experiences a problem. Interaction occurs only when the situation warrants it.
While Customer Success is proactive and all because it usually detects threats in time to turn them into opportunities.
For this proactivity to occur, Customer Success suggests that marketing and sales merge to facilitate and collect as much data as possible in order to get ahead of problems rather than encountering them “face to face.”
Customer Success also teams up with its customers and reports on every step taken to ensure that its customers' strategy achieves better results. It is essentially focused on the customer and how they can be successful.
Unlike traditional customer service that only tries to fix a problem while the rest of the team focuses on closing more sales.
Customer Success is quality of service and anticipating customer problems so that they can achieve success in a supported manner.