---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer service business models

# Customer service business models {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Customer Service Management provides different business models that you can use to
support your business needs. Select a business model based on the type of services and support
that you provide to your customers.  

Business-to-business (B2B) model
:   In the business-to-business (B2B) model, an account is a supported external customer and a
    contact is an employee of that account. With the B2B model, you can support accounts and
    contacts and also set up:

    * Customer relationships
    * Account teams
    {#customer-service-data-models__ul_rmt_m3s_zmb}

Business-to-consumer (B2C) model
:   With the business-to-consumer (B2C) model, you can support individual consumers.

Service Model Foundation
:   The Service Model Foundation framework expands the business-to-business (B2B) and business-to-consumer (B2C) models and provides the flexibility and security needed to support:

    * Business organizations with internal and external locations
    * Households and consumers
    * The relationships that exist between these entities
    {#customer-service-data-models__ul_bxy_zjs_zmb}

Contributor users
:   The contributor user model provides unified customer support for internal and external
    customers. With this model, you can engage middle office teams resolve customer issues and
    requests.

    * Enable employees to request support for themselves and external customers.
    * Enable service organizations to serve one another and external customers.
    * Assign tasks to middle office agents who work on specific tasks that are required to resolve a case.
    {#customer-service-data-models__ul_w4j_gs2_h4b}