Customer Success Management: Unearthing Dimensions of a Novel Job Category

Frank Jacob () and Armin Roick ()
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Frank Jacob: ESCP Business School
Armin Roick: ESCP Business School

Chapter Kapitel 14 in Marketing und Innovation in disruptiven Zeiten, 2023, pp 347-362 from Springer

Abstract: Abstract Customer Success Management (CSM) has recently become a rapidly emerging topic among academics and practitioners in the marketing and sales fields. Companies introduced CSM to reduce customer attrition in the post-sale stages of market transactions, driven by several factors such as the growing number of subscription-based business models. This study examines CSM as a job category and asks what characterizes it from that perspective. To address this question, we interviewed 16 employees of a software-as-a-service provider for business clients holding CSM positions or working closely with them. The findings imply that CSM as a job category has three main dimensions, i.e., qualification (input level), communication (process level), and impact (output level). The study also goes into greater depth on each of those dimensions. This research leads to a better knowledge of CSM, which will enable more research on the phenomenon.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-658-38572-9_14

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DOI: 10.1007/978-3-658-38572-9_14

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