IDEAS home Printed from https://ideas.repec.org/h/spr/mgmchp/978-3-031-26178-7_3.html
   My bibliography  Save this book chapter

Customer Success Management Drivers

In: Customer Success Management

Author

Listed:
  • Michael Kleinaltenkamp

    (Freie Universität Berlin)

  • Katharina Prohl-Schwenke

    (Customer Success Academy)

  • Laura Elgeti

    (Customer Success Academy)

Abstract

CSM does not come from nowhere. Rather there are drivers on both the customer and the supplier sides that push its development and implementation. In this chapter, we identify and explain the most important drivers of the implementation of CSM from customers’ and suppliers’ perspectives. They reach from common business practices, lacking or poor customer CSM capabilities, lacking resources and offerings’ complexity over the project or relationship phase, the project type, the relevance of the business relationship, striving to secure follow-up projects to the customer value proposition itself. The importance of these CSM drivers differs, depending on whether they are seen from suppliers’ perspective or customers’ perspective. From a customer perspective, identifying relevant CSM drivers highlights opportunities to consider or actively request CSM activities by a supplier and to articulate needs for such activities. From a supplier perspective, identifying CSM drivers and their characteristics helps CS managers delineate and segment customers based on their potential and receptiveness to CSM activities.

Suggested Citation

  • Michael Kleinaltenkamp & Katharina Prohl-Schwenke & Laura Elgeti, 2023. "Customer Success Management Drivers," Management for Professionals, in: Customer Success Management, chapter 3, pages 25-32, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-031-26178-7_3
    DOI: 10.1007/978-3-031-26178-7_3
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:mgmchp:978-3-031-26178-7_3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.