Customer Experience vs. Customer Success: Explained - Help Scout - Deepstash
Customer Experience vs. Customer Success: Explained - Help Scout

Customer Experience vs. Customer Success: Explained - Help Scout

Curated from: helpscout.com

Ideas, facts & insights covering these topics:

4 ideas

·

490 reads

9

Explore the World's Best Ideas

Join today and uncover 100+ curated journeys from 50+ topics. Unlock access to our mobile app with extensive features.

Customer Experience vs. Customer Success

Customer Experience vs. Customer Success

Customer Experience (CX)

  • Considers the customer from the very beginning
  • The CX team relies on understanding how the customers think adn feel towards the company
  • Every interaction performed whether human or digital, feeds into the understanding and development of a great customer experience

Customer Success (CS)

  • The CS team works to understand how the customer engages with the product post-sale in order to identify ways to optimize their engagement
  • They work with the product teams in order to heighten the amusement and improve upon the frustration points of the customers

24

176 reads

The Customer's Journey

The Customer's Journey

  1. When we get a new customer to set up and optimize on a product we call this onboarding
  2. Escalations happen when we address the issues that flows over the scope the mainline customer service
  3. For the products that have a fixed but renewable relationship, the Customer Success team ensures that the customer stays with the company or product, this is renewal

These are the lenses that the customer success team must look through in order to have the customer's experience more enthralling.

22

111 reads

The Difference between CX and CS

The Difference between CX and CS

  1. Location in the customer journey - Customer Experience (CX) begins before the consumer is knowledgeable that they are in the buying journey; while Customer Success (CS) places the spotlight on the post-sale time frame.
  2. Team goals - When CX contends to build an overall positive relationship and experience with the customer, CS strives to assist the customer to get the most out of a specific product or service.

18

90 reads

RICK DENTION

A true customer-centric company should realize that both customer experience and customer success exist to deliver great outcomes for the customer.

RICK DENTION

17

113 reads

IDEAS CURATED BY

jessicadelgado

Medical sales representative

Jessica Delgado's ideas are part of this journey:

Ultimate Guide to Reducing Churn

Learn more about business with this collection

How to analyze churn data and make data-driven decisions

The importance of customer feedback

How to improve customer experience

Related collections

Similar ideas

Read & Learn

20x Faster

without
deepstash

with
deepstash

with

deepstash

Personalized microlearning

100+ Learning Journeys

Access to 200,000+ ideas

Access to the mobile app

Unlimited idea saving

Unlimited history

Unlimited listening to ideas

Downloading & offline access

Supercharge your mind with one idea per day

Enter your email and spend 1 minute every day to learn something new.

Email

I agree to receive email updates