Customer Success vs. Customer Service

Customer success is still a relatively new industry, but it’s growing – and fast. LinkedIn’s 2017 U.S. Emerging Jobs Report showed a 560% increase in customer success manager (CSM) roles year-over-year, and companies continue to invest more resources into the function. But just because everyone is getting on board with customer success doesn’t mean you have to. Or…do you?

You already have a customer service team to handle issues when they arise. So why do you need to consider customer success as well?

Because these two capabilities actually serve very different purposes within a business.