People often confuse customer success account management with customer experience, but they provide different professional services in an organization’s customer support model.
Customer services aims to brainstorm solutions for potential problems. A CS team’s primary goal is to develop proactive initiatives for a diverse customer base and maintain profitability by ensuring the product or service solves the customer’s problem and contributes to customer happiness.
Customer experience is a business strategy focused on solving customer-facing problems, complaints, and negative feelings. It focuses on reactive metrics and prioritizes real-time customer satisfaction during the early stages of the customer lifecycle. Value of Customer Success Models