Customer Success Management Drivers

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 3 in Customer Success Management, 2023, pp 25-32 from Springer

Abstract: Abstract CSM does not come from nowhere. Rather there are drivers on both the customer and the supplier sides that push its development and implementation. In this chapter, we identify and explain the most important drivers of the implementation of CSM from customers’ and suppliers’ perspectives. They reach from common business practices, lacking or poor customer CSM capabilities, lacking resources and offerings’ complexity over the project or relationship phase, the project type, the relevance of the business relationship, striving to secure follow-up projects to the customer value proposition itself. The importance of these CSM drivers differs, depending on whether they are seen from suppliers’ perspective or customers’ perspective. From a customer perspective, identifying relevant CSM drivers highlights opportunities to consider or actively request CSM activities by a supplier and to articulate needs for such activities. From a supplier perspective, identifying CSM drivers and their characteristics helps CS managers delineate and segment customers based on their potential and receptiveness to CSM activities.

Date: 2023
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DOI: 10.1007/978-3-031-26178-7_3

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