Customer Success and Customer Success Management

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 2 in Customer Success Management, 2023, pp 7-24 from Springer

Abstract: Abstract In this chapter, a goal-related perspective on CS and CSM is developed that builds the basis for this book. According to this view, customer success is when customers achieve their goals, and customer-perceived value represents the extent of a customer’s goal achievement. Based on this understanding, we distinguish between customer-perceived expected value in use, experienced value in use, and relationship value. Thus, CSM predominantly relates to experienced value in use as the extent to which customers’ goals are achieved by using a solution for a single transaction or contract period. We further develop the “CSM Wheel” that integrates the various CSM tasks and provides the structure for this book. Accordingly, CSM combines value-based selling, solution realization, value-in-use monitoring and enhancement, renewal or expansion, and customer advocacy. These activities are propelled by the CSM drivers and lead to CSM outcomes for both customers and suppliers.

Date: 2023
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DOI: 10.1007/978-3-031-26178-7_2

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