I'm often asked if CS is a derivative of sales or support...

By Jay Nathan
 / Published February 12, 2020

The answer is neither.

It's consulting.

Identifying goals and strategic outcomes and helping customers map a path to achieving those outcomes - this motion is highly consultative. ...and behind that?

Solid customer support and product engineering functions that can capture, track and resolve **problems** reliably and quickly.

Then CS can remain in a proactive, strategic posture with the customer. How are you differentiating support, sales and customer success in your company?


About the Author

Jay’s focus at Customer Imperative is on developing the team to deliver highly impactful revenue growth and customer experience outcomes for world-class clients as a thought leader in the customer success industry. See full bio ›

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