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Customer Success vs. Customer Service

Customer Success vs. Customer Service

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.

Customer Success vs Service Infographic

Explore more resources.

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Complete Salesforce Org Health Cheatsheet

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Customer Journey Mapping for Customer Success

Customer Journey Mapping for Customer Success

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