Client Service Is Not Client Success

By Matt Pillar, chief editor

Perhaps you’ve observed the emerging trend toward the adoption of “customer” or “client” success as a recognized business function among VARs and MSPs. Some are even appointing chief/director/VP-level client success executives. We find this pretty intriguing, so we’ve been going out of our way to ask our readers about it. We’ve learned that the channel is suffering from a lack of distinction between client service and client success.