Zendesk

NOVEMBER 1, 2021

Customer success (CS) teams focus on understanding customers’ goals and helping clients achieve their desired outcomes with a purchased product or service. Meanwhile, customer experience (CX) teams work hard to provide great experiences at every single touchpoint, from discovery to purchase and beyond.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

SurveySensum

DECEMBER 28, 2020

The CX program consists of business-led metrics like revenue, churn rate, new customer acquisitions, customer acquisition cost. VOC, on the other hand, is mostly connected with the customer metrics, like ‘Hey, you know, are my customers happy?’ What is my overall NPS score?’ ‘Are

VOC 98

VOC B2C Social Media Voice of the Customer 98

Intercom, Inc.

MARCH 29, 2022

It’s increasingly becoming the backbone of all customer communications throughout the customer journey; across sales, marketing, and support. into B2B software. The responses to the survey questions are written directly to the customer profile, which can then automatically trigger workflows anywhere.

Start-ups 118

Start-ups Innovation Sales NPS 118