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While satisfaction is an evaluation about all touch points along the customer journey, customer success is a capability where you help your customers achieve the value they are looking for.
- Customers in different segmentation – some are open for partnering up to gain together for customer success, some just want transactional services
- Inside customers are different stakeholders with different perspective to success. understand and mediate the different perspective require more touch points – is the organization scaleable for this? Would be a high uplift for FSE who are mostly in contact with customers
Thilo – Executive Briefing: Defining Customer Success in Field Service
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