LEADER 03761nam 22006375 450 001 9910682586503321 005 20251008145112.0 010 $a3-031-26178-X 024 7 $a10.1007/978-3-031-26178-7 035 $a(MiAaPQ)EBC7213772 035 $a(Au-PeEL)EBL7213772 035 $a(CKB)26257665300041 035 $a(DE-He213)978-3-031-26178-7 035 $a(PPN)269094911 035 $a(EXLCZ)9926257665300041 100 $a20230311d2023 u| 0 101 0 $aeng 135 $aurcnu|||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aCustomer Success Management $eHelping Business Customers Achieve Their Goals /$fby Michael Kleinaltenkamp, Katharina Prohl-Schwenke, Laura Elgeti 205 $a1st ed. 2023. 210 1$aCham :$cSpringer International Publishing :$cImprint: Springer,$d2023. 215 $a1 online resource (108 pages) 225 1 $aManagement for Professionals,$x2192-810X 311 08$aPrint version: Kleinaltenkamp, Michael Customer Success Management Cham : Springer International Publishing AG,c2023 9783031261770 320 $aIncludes bibliographical references and index. 327 $aChapter 1 The Rise of a New Business Function: Customer Success (Management) -- Chapter 2 Customer Success and Customer Success Management -- Chapter 3 Customer Success Management Drivers -- Chapter 4 Value-Based Selling -- Chapter 5 Solution Realization -- Chapter 6 Customer Success Management Activities -- Chapter 7 Adapting the Customer Value Proposition -- Chapter 8 Customer Advocacy -- Chapter 9 Customer Success Management Outcomes -- Chapter 10 Customer Success Management Structures -- Index. 330 $aEnd of 2022, nearly 200,000 people indicated holding a position as a customer success manager on LinkedIn. Customer success management (CSM) is thus the fastest growing business function. It was first implemented in selected service businesses, but currently CSM applications are spreading globally across industries. This book provides a clear understanding of CSM for practitioners based on comprehensibly prepared knowledge from practical and scientific resources. The book can be used as a practical guide to learn about CSM process and the roles, necessary capabilities, and expectations toward customer success managers. Furthermore, it also shows how CSM differs from and, at the same time, relates to existing customer-related management concepts such as value-based selling, key account management and customer relationship management. The presented insights are not only relevant for customer success managers, but also for those aiming at such a position in the future. The bookis also useful for supplier and customer representatives who are connected with customer success management activities in their daily business. 410 0$aManagement for Professionals,$x2192-810X 606 $aCustomer relations$xManagement 606 $aTelemarketing 606 $aInternet marketing 606 $aConsumer behavior 606 $aCustomer Relationship Management 606 $aDigital Marketing 606 $aConsumer Behavior 615 0$aCustomer relations$xManagement. 615 0$aTelemarketing. 615 0$aInternet marketing. 615 0$aConsumer behavior. 615 14$aCustomer Relationship Management. 615 24$aDigital Marketing. 615 24$aConsumer Behavior. 676 $a905 700 $aKleinaltenkamp$b Michael$01153131 702 $aProhl-Schwenke$b Katharina 702 $aElgeti$b Laura 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910682586503321 996 $aCustomer Success Management$93077440 997 $aUNINA