Customer success management : helping business customers achieve their goals / Michael Kleinaltenkamp, Katharina Prohl-Schwenke, Laura Elgeti.
2023
HF5415.5
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Online Access
Concurrent users
Unlimited
Authorized users
Authorized users
Document Delivery Supplied
Can lend chapters, not whole ebooks
Details
Title
Customer success management : helping business customers achieve their goals / Michael Kleinaltenkamp, Katharina Prohl-Schwenke, Laura Elgeti.
ISBN
9783031261787 (electronic bk.)
303126178X (electronic bk.)
3031261771
9783031261770
303126178X (electronic bk.)
3031261771
9783031261770
Published
Cham : Springer, [2023]
Copyright
©2023
Language
English
Description
1 online resource (x, 102 pages) : illustrations (some color).
Other Standard Identifiers
10.1007/978-3-031-26178-7 doi
Call Number
HF5415.5
Dewey Decimal Classification
658.8/12
Summary
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.
Bibliography, etc. Note
Includes bibliographical references and index.
Access Note
Access limited to authorized users.
Source of Description
Description based on print version record.
Series
Management for professionals.
Available in Other Form
CUSTOMER SUCCESS MANAGEMENT.
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Online Access
Record Appears in
Online Resources > Ebooks
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Table of Contents
Chapter 1 The Rise of a New Business Function: Customer Success (Management)
Chapter 2 Customer Success and Customer Success Management
Chapter 3 Customer Success Management Drivers
Chapter 4 Value-Based Selling
Chapter 5 Solution Realization
Chapter 6 Customer Success Management Activities
Chapter 7 Adapting the Customer Value Proposition
Chapter 8 Customer Advocacy
Chapter 9 Customer Success Management Outcomes
Chapter 10 Customer Success Management Structures
Index.
Chapter 2 Customer Success and Customer Success Management
Chapter 3 Customer Success Management Drivers
Chapter 4 Value-Based Selling
Chapter 5 Solution Realization
Chapter 6 Customer Success Management Activities
Chapter 7 Adapting the Customer Value Proposition
Chapter 8 Customer Advocacy
Chapter 9 Customer Success Management Outcomes
Chapter 10 Customer Success Management Structures
Index.