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Customer Success Management Structures

In: Customer Success Management

Author

Listed:
  • Michael Kleinaltenkamp

    (Freie Universität Berlin)

  • Katharina Prohl-Schwenke

    (Customer Success Academy)

  • Laura Elgeti

    (Customer Success Academy)

Abstract

To make CSM work, i.e. to let the CSM Wheel spin, supplier firms have to implement the necessary internal CSM structures. Two aspects are crucial for this purpose. First, firms need to determine which goals to prioritize when implementing CSM. Second, they must decide how CSM will be embedded in the supplier’s organization. Within these decisions, it is also necessary to clarify how the scope and tasks of CSM are linked and interconnected with those of other customer-related management approaches—namely, VBS, CRM, KAM. Furthermore, the chapter presents the Case Study “Camunda” showing how customer success management structures were successfully ramped up.

Suggested Citation

  • Michael Kleinaltenkamp & Katharina Prohl-Schwenke & Laura Elgeti, 2023. "Customer Success Management Structures," Management for Professionals, in: Customer Success Management, chapter 10, pages 91-100, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-031-26178-7_10
    DOI: 10.1007/978-3-031-26178-7_10
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    Cited by:

    1. Hochstein, Bryan & Voorhees, Clay M. & Pratt, Alexander B. & Rangarajan, Deva & Nagel, Duane M. & Mehrotra, Vijay, 2023. "Customer success management, customer health, and retention in B2B industries," International Journal of Research in Marketing, Elsevier, vol. 40(4), pages 912-932.

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