Titlebook: Customer Success Management; Helping Business Cus Michael Kleinaltenkamp,Katharina Prohl-Schwenke,La Textbook 2023 The Editor(s) (if applic

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Graham C. Goodwin,Stefan F. Graebe familiarizing them with related products and services, as well as installing and implementing them at the customer firm. This solution realization comprises thus two fields of activities: onboarding and solution adaptation. In these processes, the internal handoff from the sales team to the custome

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Portrait of the Artist as a Young Dogated by the supplier and the customer throughout the customer’s usage of a solution or complex offering. As suppliers typically aim at keeping the customer churn rate low, they need to make sure that this value in use promised in the customer value proposition is actually achieved or even exceeded.

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Film Scripts and other Prose Itemsudies have shown that customers assess their suppliers’ CSM activities with regard to the quality of the suppliers’ resources, e.g. the CS managers’ competencies, and the quality of the resource integration process in which customer and supplier are involved, e.g. the communication process between b

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Portrait of the Artist as a Young Dogthis purpose. First, firms need to determine which goals to prioritize when implementing CSM. Second, they must decide how CSM will be embedded in the supplier’s organization. Within these decisions, it is also necessary to clarify how the scope and tasks of CSM are linked and interconnected with th

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The Rise of a New Business Function: Customer Success (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. T