Following up from our general reading list, the client success role in our team is about creating a positive client experience. We don’t like to think of our clients as customers. If you use the thesaurus, both clients and customer are synonymous. But we aren’t Britannica and the key difference between clients and customers is the depth of the relationship.
A customer is transactional. Give me $4 and I will give you a cup of bubble tea. I owe you nothing, you owe me nothing. A client is relationship-focused and demands involvement. Check out the reading list:
The philosophy of great customer service
Eventbrite’s Playbook for Building Amazing Customer Service from Scratch
6 traits successful account managers have
What to Do When Satisfied B2B Customers Refuse to Recommend You
15 Customer Service Skills that Every Employee Needs
A Customer Complaint Is a Gift
How to Talk to Your Angriest Customers