Happy customers do not equal more business.
Over the last few years, customer service continues to become outdated, while customer success has arrived as the new kid on the block. Contrary to what some may think, customer success is not merely a rebranded version of customer service. Customer success is changing the ideology behind the customer relationship. It means companies are shifting away from a transactional approach to the customer relationship and moving to a customer centric business model. Happy customers with a great customer experience no longer guarantee retention…it is the addition of customer outcomes that make the relationship sticky.