White Paper: Customer Success: A Journey Beyond Customer Satisfaction (2021)

Customer success: the simple evolution of customer satisfaction, or is it something more?


There has been much talk in recent years about the importance of customer satisfaction and ensuring customer success.


However, what exactly do we mean by customer success? How must the approach to service delivery differ to meet this new standard?


Is a focus on customer success merely an outgrowth of customer satisfaction? Or is it set to become a critical piece of understanding as our industry moves towards a more advanced approach to service delivery that leans heavily into servitization?


This white paper will explore the discussion from multiple aspects and will examine the decisive elements that field service organizations must take under consideration if they are to move beyond an approach that balances customer satisfaction and operational efficiency to embrace a strategy that places customer success at the heart of a strategic service-centric model.

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