Quick Asked: Customer Service Vs Customer Success?
Last update: 24 Apr, 2024 
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What is the difference between customer support and customer success? Customer support is reactive, whereas customer success is proactive. Customer support is transactional, but customer success has no endpoint. Customer support metrics measure the quality and speed of the help customers receive, and customer success metrics focus on the downstream business impact of retaining customers.Why is customer service important to your business? “Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business.”How can you provide the best customer service experience possible? Every step of the customer experience with you, from discovery to after-purchase care, should be done with thought. Providing the best customer service experience possible doesn’t have to mean your customers need to speak to a human during the experience – think about Amazon.What does a customer success manager do? Because a customer success manager is involved in a wider range of activities through the customer lifecycle, they have many more resources at their disposal. For example, if an account manager receives a request for training on a product or service, they’d refer that request to another team.
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