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Strukturen des Customer Success Managements

In: Customer Success Management – Kundenerfolg als Geschäftsstrategie

Author

Listed:
  • Michael Kleinaltenkamp

    (Freie Universität Berlin)

  • Katharina Prohl-Schwenke

    (Customer Success Academy)

  • Laura Elgeti

    (Customer Success Academy)

Abstract

Zusammenfassung Damit die Arbeit des Customer Success Managements (CSM) getan werden kann, d. h. das CSM-Rad ‚in Gang kommt‘, müssen Lieferantenfirmen die notwendigen internen CSM-Strukturen implementieren. Zwei Aspekte sind dafür wichtig. Erstens müssen Unternehmen festlegen, welche Ziele sie bei der Implementierung von CSM priorisieren. Zweitens müssen sie entscheiden, wie CSM in die Organisation des Lieferanten eingebettet wird. Bei diesen Festlegungen ist es auch notwendig zu klären, wie die Aufgaben des CSM mit denen anderer kundenbezogener Managementansätze, d. h. dem Value-Based Selling, dem Key Account Management und dem Customer Relationship Management, sinnvoll verknüpft werden können. Darüber hinaus präsentiert das Kapitel die Fallstudie des Unternehmens „Camunda“, die zeigt, wie in einem Unternehmen CSM-Strukturen erfolgreich aufgebaut wurden.

Suggested Citation

  • Michael Kleinaltenkamp & Katharina Prohl-Schwenke & Laura Elgeti, 2024. "Strukturen des Customer Success Managements," Springer Books, in: Customer Success Management – Kundenerfolg als Geschäftsstrategie, chapter 0, pages 115-130, Springer.
    • Handle: RePEc:spr:sprchp:978-3-031-70814-5_10
    DOI: 10.1007/978-3-031-70814-5_10
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