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

By Jay Nathan

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?


Published February 12, 2020
About the Author

I've spent my career working in technology companies to build customer-centric teams, processes and technology platforms. In 2017, I founded Customer Imperative, a consulting firm that helps fast-growing B2B SaaS companies improve renewals, increase expansion sales and scale customer engagement. See full bio ›

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