The pandemic has propelled us into the experience economy. In fact, 86% of buyers say that they’d be willing to pay more for a great customer experience. By providing a proactive, personalized, and educational relationship with your customer from the start, you will ensure a healthier, longer (and more profitable) customer lifecycle. In a 2020 survey by Gainsight, businesses are spending as much as 10% of their APR on Customer Success. But just because everyone is getting on board with customer success doesn’t mean you have to. Or…do you?
You already have a customer service team to handle issues when they arise. So why do you need to consider customer success as well?
Because these two capabilities actually serve very different purposes within a business.