Customer success management : helping business customers achieve their goals
著者
書誌事項
Customer success management : helping business customers achieve their goals
（Management for professionals）
Springer, c2023
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
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.
目次
1. The Rise of a New Business Function: Customer Success (Management)
2. Customer Success and Customer Success Management
2.1. Customer-Related Value Concepts in Business Markets
2.2. Customer Success
2.3. Customer Success Management
2.4. A Customer Success Management Framework
3. Customer Success Management Drivers
3.1. Customer-Related Customer Success Management Drivers
3.2. Supplier-Related Customer Success Management Drivers
4. Value-Based Selling
5. Solution Realization
5.1. Onboarding
5.2. Solution Implementation
6. Customer Success Management Activities
6.1. Value-in-Use Monitoring
6.2. Value-in-Use Enhancement
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
7. Adapting the Customer Value Proposition
7.1. Activities of Adapting the Customer Value Proposition
7.2. Case Study "Salesforce": How to Scale Up Tailored Customer Success Management Activities
8. Customer Advocacy
9. Customer Success Management Outcomes
9.1. Customer-Related Customer Success Management Outcomes
9.2. Supplier-Related Customer Success Management Outcomes
10. Customer Success Management Structures
10.1. Customer Success Management in the Interplay between Customer-Related Management Approaches
10.2. Creating Customer Success Management Structures
10.3. Case Study "Camunda": How to Ramp Up Customer Success Management
Index
「Nielsen BookData」 より
