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Customer Service vs Customer Success: What's the Difference?

While it’s not uncommon to hear the terms “customer success,” and “customer service,” used interchangeably, one should be cautious of doing so. Yes, these terms are related and connected in various ways. They both involve helping customers, troubleshooting issues and providing valuable information, however using these terms as synonyms would be a mistake. 

This blog aims to dispel the differences between these two terms and make it abundantly clear what each of these mean.

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Sarah Robinson-Yu

Jake McKee

Jake McKee is one of the founders of the modern customer community movement. He led Apple’s famed Global Support Communities. He pioneered efforts at LEGO to engage its adult users in a community - which spawned breakthrough innovations such as the Mindstorms community driven product development (which landed on the cover of Wired Magazine). He co-founded Ant’s Eye View (later purchased by PwC) which helped firms like Starbucks, Canon, and H&R Block build customer communities that became powerful engines for marketing, sales, product innovation and the customer experience. Jake currently runs Community5, a consulting practice focused on helping organizations drive more success with their online communities, fan engagement programs, and product development processes. He also manages the Dinner5 project, a monthly dinner series that brings senior community leaders together.

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