Customer success management

Vijay Mehrotra and Krishnamoorthy Subramanian

Chapter 12 in Research Handbook on Services Management, 2022, pp 166-179 from Edward Elgar Publishing

Abstract: Customer Success Management (CSM) is a rapidly growing functional area and organizational philosophy that has emerged in tandem with the growth of Software-as-a-Service and the subscription economy. This job title and business function is relatively new but is growing very rapidly, with the work of Customer Success Management Professionals ("CSMPs") cutting across traditional functional areas and academic disciplines. CSMPs also serve as bridge between the suppliers and customers, creating value for both parties by helping to establish strong connections. In this article, we define the CSMP role, differentiate it from traditional customer-facing operational roles, and provide a system-level framework for how CSMPs contribute to both customer health and firm performance. We also provide an overview of the CSM function and its position within both (SaaS) firms and traditional enterprises, describe several classical service operations challenges, and provide a roadmap for future research.

Keywords: Business and Management; Economics and Finance (search for similar items in EconPapers)
Date: 2022
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