Thilo &#8211; Executive Briefing: Defining Customer Success in Field Service

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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