While customer experience seems synonymous with customer success, success is the outcome and value that the customer receives from vendors. Customer experience precedes customer success. Without a good experience, the likelihood of the customer’s end-users using or attempting to use the product will be less.
Customer Experience in the Context of Customer Success
Latviv advises vendor resources to follow best practices, risk assessments, checklists, and templates to pursue a consistent approach across all phases. This eBook outlines a few best practices on the lines of perception management, effort involved, business model, and strategy to create a solid customer experience foundation.
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