CRM stands for customer relationship management, the purpose of which is to help businesses manage and organize information of its customers. This helps marketing and sales teams when it comes to keeping track of the qualified leads and new as well as existing customers. CRMs help businesses manage contacts, emails, leads, interactions, and reporting. Whereas CSM is focused on customer engagement and customer success. It’s focused on delivering more personalized, optimized and better experiences while automating tasks, identifying loopholes, rectifying issues and reducing cost.