Unraveling how CX differs from Customer Success and why clarity matters.
Jim Miller
Contributor
Unraveling how CX differs from Customer Success and why clarity matters.
Jim Miller
Contributor
Customer Success and Customer Experience: Two terms, one big misunderstanding.
Customer Success and Customer Experience: Two terms, one big misunderstanding.
Strategic сhallenges
Customer Success and Customer Experience: Two terms, one big misunderstanding.
Many organizations mistakenly believe CS is responsible for all “customer” issues, including brand perception and overall satisfaction surveys. As a result, your CSMs—who are already busy with product adoption and retention efforts—find themselves dragged into broader CX initiatives usually overseen by marketing, product, or a dedicated CX team.
Strategic сhallenges
Customer Success and Customer Experience: Two terms, one big misunderstanding.
Many organizations mistakenly believe CS is responsible for all “customer” issues, including brand perception and overall satisfaction surveys. As a result, your CSMs—who are already busy with product adoption and retention efforts—find themselves dragged into broader CX initiatives usually overseen by marketing, product, or a dedicated CX team.
User experience focus
The real issue is that CX and CS serve different but complementary purposes.
Customer Experience spans the entire journey—from the first marketing touch to the website interaction—while Customer Success zeroes in on post-sale value realization and renewal outcomes. When organizations merge these two spheres, your CSMs lose the focus needed to help customers maximize product ROI, while true CX problems (such as brand consistency or user-interface design) might go unsolved.
User experience focus
The real issue is that CX and CS serve different but complementary purposes.
Customer Experience spans the entire journey—from the first marketing touch to the website interaction—while Customer Success zeroes in on post-sale value realization and renewal outcomes. When organizations merge these two spheres, your CSMs lose the focus needed to help customers maximize product ROI, while true CX problems (such as brand consistency or user-interface design) might go unsolved.
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