
So I've heard a lot of buzz about CS and CX being two different things. While I understand the reasoning, I honestly believe they are one and the same. CS is all about creating long-term relationships with clients by ensuring their successful adoption of your product. CX is more geared towards your company brand and how your clients perceive your company as a whole.
While they have their unique functions, you can't have one without the other. How are you supposed to have a long-term partnership with a client is they continually have negative experiences with your tech support team or are getting spammed with marketing emails from your company? How is your company brand supposed to be perceived well if you don't have a passionate CS team in place to ensure the ongoing success of your clients?
So, here's my official take: Your clients need to have a great ongoing experience in order to be successful. CS and CX not only go hand in hand but are basically the same thing.
Am I missing something? I would love to hear your thoughts!
Cheers