What are success factors that play a role in customer success management and what role does it play in the overall firm performance?
- This study examines the underexplored areas of customer success management, focusing on the impact of leadership and companywide collaboration, and the role of customer success in overall firm performance. A qualitative research approach was utilized, which involved reviewing relevant literature and conducting an interview with the Vice President of Customer Success Management in B2B at a case company. Findings revealed that both leadership and pervasive collaboration greatly enhance the customer journey experience. Given that 75% of Annual Recurring Revenue is derived from existing customers, the substantial role of customer success in propelling business growth is affirmed. The study also demonstrated the importance of proactive customer engagement, assimilating customer feedback into products and services, and nurturing personal relationships with customers for fostering innovation. It further stressed the need for service provision and decision-making at various levels, as well as the implementation of a range of communication channels, to ensure customer success.
Author of HS Reutlingen | Schmaeh, Marco; Huber, Lea; Mahmoudi, Niloofar |
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URN: | urn:nbn:de:bsz:rt2-opus4-44358 |
DOI: | https://doi.org/10.33642/ijbass.v9n6p8 |
ISSN: | 2469-6501 |
Erschienen in: | International journal of business and applied social science |
Publisher: | Center for Promoting Education and Research |
Place of publication: | New York |
Document Type: | Journal article |
Language: | English |
Publication year: | 2023 |
Tag: | company performance; customer journey experience; customer relationship management; customer success management |
Volume: | 9 |
Issue: | 6 |
Page Number: | 5 |
First Page: | 62 |
Last Page: | 66 |
DDC classes: | 650 Management |
Open access?: | Ja |
Licence (German): | Creative Commons - CC BY - Namensnennung 4.0 International |