Customer Success Management Outcomes

Michael Kleinaltenkamp, Katharina Prohl-Schwenke and Laura Elgeti
Additional contact information
Michael Kleinaltenkamp: Freie Universität Berlin
Katharina Prohl-Schwenke: Customer Success Academy
Laura Elgeti: Customer Success Academy

Chapter 9 in Customer Success Management, 2023, pp 75-90 from Springer

Abstract: Abstract For CSM to have the desired effect for suppliers, namely a reduced churn rate, it must be considered valuable from customers’ perspective. Research studies have shown that customers assess their suppliers’ CSM activities with regard to the quality of the suppliers’ resources, e.g. the CS managers’ competencies, and the quality of the resource integration process in which customer and supplier are involved, e.g. the communication process between both parties. The customer’s assessment of the supplier’s CSM quality then determines the customer experienced value in use—on the collective and individual levels—which is known to have an influence on the customer’s churn behavior. Besides the quality of the CSM activities, the customer-perceived extent of CSM (i.e., the supplier’s CSM effort that the customer actually perceives) can have a positive impact on the churn rate as well. This means that CSM activities should not only be of high quality and valuable to the customer, but they should also be carried out with a certain regularity and intensity. If these requirements are met, CSM activities can have a positive impact on the longevity of business relationships, reflected, for example, in a positive ROI for the supplier.

Date: 2023
References: Add references at CitEc
Citations: View citations in EconPapers (1)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-031-26178-7_9

Ordering information: This item can be ordered from
http://www.springer.com/9783031261787

DOI: 10.1007/978-3-031-26178-7_9

Access Statistics for this chapter

More chapters in Management for Professionals from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().