Customer Experience and Customer Success: How Your IT Company Can Benefit
Posted: Mon Dec 23, 2024 8:20 am
Customer experience is the main focus for companies, whether they are SaaS or not. Because of this, the areas of Customer Experience and Customer Success are often confused. But here we will explain the differences and similarities between them and how your IT company can benefit.
Customer Experience, or the consumer experience , is something that begins from the moment the customer comes into contact with the brand, accompanying them throughout their journey. In other words, it permeates everything from marketing to after-sales.
Customer experience is, therefore, everything your customer does, talks about c level executive email list feels when accessing your company's different points of contact.
You’ve noticed that this is quite broad, right? Because of this, we can’t even restrict CX to one department. Customer Experience is actually something much broader.
Customer Experience and Customer Success: what's the real difference?
If we have already covered the concept of Customer Experience, now we need to explain Customer Success in detail. In many companies, this is intended for a single department.
Although Customer Success is related to a series of factors (mainly the functionalities of the product or service in IT companies), there is usually a team prepared for this.
The main focus of these professionals is to ensure that customers make the best possible use of the product , from implementation to routine challenges.
They are the ones who ensure customer satisfaction by working side by side with engineering teams to suggest improvements, report bugs and deliver the best possible experience.
Yes! This team is also very concerned about the customer experience. After all, they are responsible for retention and, often, upselling.
Here, we have put together a practical table for you, which shows the differences between the areas. Take a look:
Customer Success:
Client and results
Product and value generated
Relationship
Retention and repurchase
Customer Experience:
Organizational culture
Design (product creation)
Emotions, feelings and perceptions
People (both employees and customers)
Customer Success has gained a lot of traction in the B2B market and, as such, is quite common – and even necessary – in IT companies . This sector will be the great guardian of Customer Experience, ensuring that your company always has good indicators.
Customer Experience, or the consumer experience , is something that begins from the moment the customer comes into contact with the brand, accompanying them throughout their journey. In other words, it permeates everything from marketing to after-sales.
Customer experience is, therefore, everything your customer does, talks about c level executive email list feels when accessing your company's different points of contact.
You’ve noticed that this is quite broad, right? Because of this, we can’t even restrict CX to one department. Customer Experience is actually something much broader.
Customer Experience and Customer Success: what's the real difference?
If we have already covered the concept of Customer Experience, now we need to explain Customer Success in detail. In many companies, this is intended for a single department.
Although Customer Success is related to a series of factors (mainly the functionalities of the product or service in IT companies), there is usually a team prepared for this.
The main focus of these professionals is to ensure that customers make the best possible use of the product , from implementation to routine challenges.
They are the ones who ensure customer satisfaction by working side by side with engineering teams to suggest improvements, report bugs and deliver the best possible experience.
Yes! This team is also very concerned about the customer experience. After all, they are responsible for retention and, often, upselling.
Here, we have put together a practical table for you, which shows the differences between the areas. Take a look:
Customer Success:
Client and results
Product and value generated
Relationship
Retention and repurchase
Customer Experience:
Organizational culture
Design (product creation)
Emotions, feelings and perceptions
People (both employees and customers)
Customer Success has gained a lot of traction in the B2B market and, as such, is quite common – and even necessary – in IT companies . This sector will be the great guardian of Customer Experience, ensuring that your company always has good indicators.