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What Is Customer Success & How Is It Different From Customer Experience?

The Experience Maker
What Is Customer Success & How Is It Different From Customer Experience?
By Dan Gingiss • Issue #8 • View online
If customer experience can be defined as how customers feel about every single interaction they have with a company, then what is customer success?
Business-to-business (B2B) companies often have “customer success” departments, but these are only part of the customer experience. 
GetFeedback, a customer experience feedback platform, aptly defines customer success as “responsible for post-sales onboarding, adoption, and usage monitoring” in its State of B2B Customer Experience Report.
With just one quick look at a job description for many “customer success” roles, though, it’s clear that “customer success” is just a euphemism for “inside sales…” CONTINUE READING

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