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Most businesses today are learning how to better embody the mantra “Customer is King” by shifting the needs of the customer very high up on their list of priorities. But there is a danger in focusing too much on the customer side of customer experience, because it is not a one-sided endeavor.

In order to create a great customer service experience, companies need agents to deliver that service. This might seem like a no-brainer, but it’s easy to spend more time investing in the service and how it relates to the customer, rather than also considering how customer service strategies impact the employee.

This dichotomy is often referred to as the Customer Experience versus the Employee Experience. In a blog for Business2Community, Ian Williams recently pointed out that this idea first came in the form of a model designed by researchers at Harvard University in the 1990s called the Service-Profit chain.

“The model demonstrates the link between profitability, customer loyalty and employee satisfaction,” Williams wrote. “The model shows that as long as the employees of a business are happy, the customers will be loyal and the business will make a profit.”

While this concept might seem obvious, many workplaces are guilty of losing sight of it as they focus too heavily on results—and not how to best achieve them. Companies that succeed in creating both a strong customer and employee experience tend to be those they enlist the help of customer service software. These solutions help smooth the kinks in agents’ workflow and daily operations, and facilitate easier multichannel communication with customers, as well as better collaboration with fellow agents and managers.

Making sure that employees feel valued is crucial if a business wants to see its employees truly flourish and grow to their full potential. And providing them with the tools necessary to succeed, like customer service software, is a huge part of that. Focusing on the employee experience ensures that not only will employees enjoy coming to work and want to do well, but that ultimately the performance of the company overall will become stronger and thrive.