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The Rise of a New Business Function: Customer Success (Management)

In: Customer Success Management

Author

Listed:
  • Michael Kleinaltenkamp

    (Freie Universität Berlin)

  • Katharina Prohl-Schwenke

    (Customer Success Academy)

  • Laura Elgeti

    (Customer Success Academy)

Abstract

Customer success and customer success management are novel concepts that are of growing importance in business markets. The novelty of this management approach is that it does not focus on promising or selling value to a customer. Rather, customer success management aims to ensure that the promises of a customer value proposition are actually kept and that value is delivered or even enhanced when goods or services are used at the customer firm. The importance of customer success management is reflected in the growing number of customer success managers worldwide and the emergence of conferences and publications dealing with the topic. Beyond explaining the novelty and the importance of customer success and customer success management, in this chapter, the book’s outline is explained. It covers the meaning, the tasks, and the development drivers of customer success management as well as the ways in which it is organized and which outcomes it offers for customers and suppliers.

Suggested Citation

  • Michael Kleinaltenkamp & Katharina Prohl-Schwenke & Laura Elgeti, 2023. "The Rise of a New Business Function: Customer Success (Management)," Management for Professionals, in: Customer Success Management, chapter 1, pages 1-6, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-031-26178-7_1
    DOI: 10.1007/978-3-031-26178-7_1
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