Customer Service Software

Category Compare: Customer Success vs. Customer Experience Software

By | 2 min read | Published

In this report, we define and compare customer success software and customer experience software so you can decide which tool is better suited for your business requirements.

Both customer success and customer experience software are built to prioritize one thing for customer success managers and salespeople—their audience. However, despite both software categories focusing on your customers, their functions differ from each other. This report will identify the similarities and differences between the two software categories and help you select the right one for your business requirements.


What is customer success software?

Customer success software helps companies ensure that their clients achieve the outcomes intended by these companies, such as customer retention and satisfaction.


What is customer experience software?

Customer experience software (also known as CXM or CEM) helps collect, organize, and track customer feedback. This software includes a variety of applications for collecting customer opinions to tools for converting text-based feedback into numeric information, which can later get used for marketing purposes and improving customer satisfaction.


What do they have in common?

Customer success is a part of customer experience, and customer success software helps improve customer experience. Customer success software can offer feedback management with the help of surveys and Net Promoter Score (NPS) with a focus on tracking a customer’s experience. Customer experience software also focuses on collecting, tracking, and organizing customer feedback.

Both customer success and customer experience software are customer-centric tools used by client-facing and client-focused teams to strategize and optimize the management of customer relationships and interactions and improve customer engagement. Both software types are used with the goal of giving the customer a positive experience and leaving them with a good impression.


Customer success software features


Customer experience software features


Which tool is right for you?

If improving overall customer experience is your priority throughout their interaction with your business or online platform, you should go for a customer experience software solution. However, if you wish to solely improve customer interactions and improve customer loyalty support, customer success software should be the ideal choice.

The question now is: Which specific tool is right for your business? To start your search, head over to our customer success software or customer experience software pages. There you’ll find a sortable list of products, software reviews from verified users, and comprehensive buyers guides.

If you wish to narrow down your search to only the most popular and highest-rated solutions, visit Capterra’s Shortlist report for the top customer experience tools, based on an analysis of thousands of user reviews.

Looking for Customer Relationship Management software? Check out Capterra's list of the best Customer Relationship Management software solutions.

About the Author

Ashish Upadhyay

Ashish Upadhyay

Writer @ Capterra, helping digital Davids beat Goliaths. I cover small business trends in CRM, accounting, real estate, insurtech, and emerging tech. B.A English, University of Delhi. Currently pursuing my master’s in English Literature. When I’m not working, I’m planning my next trek, playing video games, or working out.

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