'Customer Success: A Recipe for Business Ethics?' customersuccess customersuccesstechnology
A quick dirty way to define the difference between customer success and customer service is:waits patiently until there are problems and tries to solve them. It creates a paradigm where being average is good enough. Customers only contact you when everything is going wrong for them and they associate you with that.anticipates and prevents problems before they happen while also helping customers reach their goals. It creates a paradigm where being exceptional is the goal.
It's one of the reasons why so many companies have been accused of corruption, malpractices, tax avoidance, and unethical sales practices like over-charging customers.Companies that neglect customer success, have committed to abject mediocrity. Their Service Level Agreement may as well say: 'as little as possible, for as much money as we can feasibly rob from our customers.
It's not just a fancy name for customer service. It's an essential part of any business that has customers.One of the key elements of customer success from my perspective is asking the right questions. I mentioned a few general ones earlier, but if you work for a company, imagine you have a meeting with the CEO."If I ask you for an example of customer success.
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