What is Customer Success vs. Customer Experience? Customer success is typically post-sale proactive assistance to ensure customers’ objectives are met.
Customer experience includes customer success as well as pre-sale assistance by marketing and sales and others, customer service, and many aspects of the customer journey that are not direct interactions with the seller.
Customer success is most common in B2B firms with software as a service, to increase the likelihood that customers will renew their subscriptions.
Ideally, expectations VoC educates every group in the seller’s business about customers’ objectives and expectations to minimize gaps between what’s delivered and what’s promised. This would make customers’ success almost automatic.
See also: Customer Experience Playbook
