We'€™ve got Customer Service already. Why should we invest in Customer Success? You’ve read about the benefits of Customer Success by reading Lincoln Murphy, but if you’re like most marketers, your boss hasn’t. They know Customer Service, and to them, Customer Success sounds like the same thing with a different noun attached. Au contraire, mon frere. Why Customer Success isn’t the Same as Customer Service When you call Customer Service, it’s because you already have a problem. If they’re good, they’ll solve it such a way that not only eliminates the issue, but sends you away smiling. While that is a positive customer experience and will win loyalty and good reviews, it’s not success.

Discussion

chrisredrich

NEW 7 years ago

This was definitely true for Central Desktop. As the lead product manager, I worked closely with our success team which paid off significant dividends. By focusing our business around customer success, we reduced customer churn and created raving customers that were happy to refer us to their colleagues.

trevorhatfield

7 years ago

Thats awesome @chrisredrich! Always great to hear of a real world experience backing a post.

trevorhatfield

NEW 7 years ago

Thats awesome @chrisredrich! Always great to hear of a real world experience backing a post.

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