Typically services has professional services that might do the on-boarding. You’ve also got training and support. Customer success management is a peer to all of those. We see this a lot in higher touch businesses where the product is more complicated, maybe the deals are bigger. Customer success management is like the eyes and ears into the customer, and like a traffic cop to bring in all the other functions as needed.

Sometimes there’s confusion for a customer of who to go to when. When do you go to the support team, when do you go to the training team? The customer success management person ends up solving that by being the traffic cop to direct you to the right place.

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