Is customer success the natural evolution of customer satisfaction?

Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Christian Kowalkowski, Professor of Industrial Marketing at the Institute of Technology at Linköping University and he is affiliated with CERS, at Hanken School of Economics in Helsinki.

 

Professor Kowalkowski rapidly established himself as a leading authority in the field of B2B service strategy research and he focuses on service growth strategies, service innovation, and the interplay between digitization and servitization.

 

During the conversation, the two discuss a wide range of topics related to the growing trend towards servitization and how the pandemic has changed the approach to digital transformation among field service organizations.

 

In this excerpt from that conversation, they analyze in-depth the difference between customer satisfaction, customer experience, and customer success.

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