Customer Success Management Structures

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

Chapter 10 in Customer Success Management, 2023, pp 91-100 from Springer

Abstract: Abstract To make CSM work, i.e. to let the CSM Wheel spin, supplier firms have to implement the necessary internal CSM structures. Two aspects are crucial for this purpose. First, firms need to determine which goals to prioritize when implementing CSM. Second, they must decide how CSM will be embedded in the supplier’s organization. Within these decisions, it is also necessary to clarify how the scope and tasks of CSM are linked and interconnected with those of other customer-related management approaches—namely, VBS, CRM, KAM. Furthermore, the chapter presents the Case Study “Camunda” showing how customer success management structures were successfully ramped up.

Date: 2023
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DOI: 10.1007/978-3-031-26178-7_10

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