End of 2022, nearly 200,000 people indicated holding a position as a customer success manager on LinkedIn. Customer success management (CSM) is thus the fastest growing business function. It was first implemented in selected service businesses, but currently CSM applications are spreading globally across industries.
This book provides a clear understanding of CSM for practitioners based on comprehensibly prepared knowledge from practical and scientific resources. The book can be used as a practical guide to learn about CSM process and the roles, necessary capabilities, and expectations toward customer success managers. Furthermore, it also shows how CSM differs from and, at the same time, relates to existing customer-related management concepts such as value-based selling, key account management and customer relationship management. The presented insights are not only relevant for customer success managers, but also for those aiming at such a position in the future. The book is also useful for supplier and customer representatives who are connected with customer success management activities in their daily business.
Author(s): Michael Kleinaltenkamp, Katharina Prohl-Schwenke, Laura Elgeti
Series: Management for Professionals
Publisher: Springer
Year: 2023
Language: English
Pages: 107
City: Cham
Preface
Contents
1: The Rise of a New Business Function: Customer Success (Management)
References
2: Customer Success and Customer Success Management
2.1 Customer Success from a Goal-Related Perspective
Example
Example
Summary
2.2 Customer-Related Value Concepts in Business Markets
2.2.1 Expected and Experienced Value in Use
Example: Bearing Industry
Example: Aviation Industry
2.2.2 Relational Value
Summary
2.3 Customer Success Management
Summary
2.4 A Customer Success Management Framework
References
3: Customer Success Management Drivers
3.1 Customer-Related Customer Success Management Drivers
Example
Example: Mining Industry
Example: Semiconductor Industry
3.2 Supplier-Related Customer Success Management Drivers
Example: Chemistry Industry
Example: Mining and Metallurgical Industry
Example
Summary
References
4: Value-Based Selling
Example: Software Provider
Example: Software Provider
Summary
References
5: Solution Realization
5.1 Onboarding
5.1.1 Preboarding
5.1.2 Internal Handoff
5.1.3 Customer Handoff
5.2 Solution Adaptation
Example: Identifying a Customer Champion
Example: Software Provider
Summary
References
6: Customer-Related Customer Success Management Activities
6.1 Value-in-Use Monitoring
Example: Corporate Language Training
Example: Corporate Language Training
Example: Shipyard Management
Example: Wind Power Management
Example: Wind Power Management
Example: Corporate Language Training
Example: Corporate Language Training
Example: Corporate Language Training
Summary
6.2 Value-in-Use Enhancement
Example: Corporate Language Training
Example: Corporate Language Training
Summary
6.3 The Link between Customer-Related Customer Success Management Activities and Value-Based Selling
6.4 Successfully Conducting Customer-Related Customer Success Management Activities
References
7: Adapting the Customer Value Proposition
7.1 Activities of Adapting the Customer Value Proposition
Example: Payment Solutions
Example: Software Provider
Summary
7.2 Case Study ``Salesforce´´: How to Scale Up Tailored Customer Success Management Activities (in Cooperation with Salesforce)
Summary
References
8: Customer Advocacy
Example: Automation Solutions
Example: Software Provider
Summary
References
9: Customer Success Management Outcomes
9.1 Customer-Related Customer Success Management Outcomes
9.1.1 How Customers Assess Customer-Related Customer Success Management Activities´ Quality
Example: Marketing Agency
Example: Automotive Supplier
Example: Software Provider
Example: Automotive Supplier
Example: Software Provider
Summary
9.1.2 How Customer-Related Customer Success Management Activities Contribute to Customers´ Experienced Value in Use
Example: Tool Manufacturer
Example: Automotive Supplier
Example: Software Provider
Example: Software Provider
Example: Full-Service Agency
Example: Consultancy
Example: Technology Provider
Example: Technology Provider
Example: Consultancy
Example: Logistics Provider
Example: Marketing Agency
Example: Software Provider
Summary
9.1.3 How Customer-Related Customer Success Management Activities Affect Customers´ Behavioral Intentions
Summary
9.2 Supplier-Related Customer Success Management Outcomes
Summary
References
10: Customer Success Management Structures
10.1 Customer Success Management in the Interplay Between Customer-Related Management Approaches
Summary
10.2 Creating Customer Success Management Structures
Summary
10.3 Case Study ``Camunda´´: How to Ramp Up Customer Success Management (in Cooperation with Leon Strauch, Senior Customer Suc...
10.3.1 Company Background
10.3.2 Camunda´s Software Product
10.3.3 Customer Base
10.3.4 Customer Success Management
Summary
References
Index
