IDEAS home Printed from https://ideas.repec.org/h/spr/mgmchp/978-3-031-26178-7_8.html
   My bibliography  Save this book chapter

Customer Advocacy

In: Customer Success Management

Author

Listed:
  • Michael Kleinaltenkamp

    (Freie Universität Berlin)

  • Katharina Prohl-Schwenke

    (Customer Success Academy)

  • Laura Elgeti

    (Customer Success Academy)

Abstract

Convincing new customers is challenging, especially when selling complex or subscription-based offerings. Here, customers often struggle to assess solutions’ quality due to solutions’ numerous and varied elements and their future-oriented nature. Therefore, prospective customers are not guaranteed that a solution promised in a CVP and the associated expectations of the VIU will actually be realized when using the solution. Beyond this backdrop, customer advocacy helps to ensure solution growth outside of the existing customer base. This includes referrals like testimonials, online reviews, or case studies. Such customers’ advocacy activities can be motivated through membership in customer advisory board (CABs) or customer referral programs.

Suggested Citation

  • Michael Kleinaltenkamp & Katharina Prohl-Schwenke & Laura Elgeti, 2023. "Customer Advocacy," Management for Professionals, in: Customer Success Management, chapter 8, pages 69-74, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-031-26178-7_8
    DOI: 10.1007/978-3-031-26178-7_8
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:mgmchp:978-3-031-26178-7_8. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.