About: Customer Success Management: The next evolution in customer management practice?

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An Entity of Type : schema:ScholarlyArticle, within Data Space : wasabi.inria.fr associated with source document(s)

Attributes	Values
type	Academic Article research paper schema:ScholarlyArticle
isDefinedBy	Covid-on-the-Web dataset
title	Customer Success Management: The next evolution in customer management practice?
Creator	Hajihashemi, Bita Henderson, M Hilton, Bryson Palmatier, Robert
source	Elsevier; PMC
abstract	Abstract Customer Success Management (CSM) has transcended from a buzzword into the latest permutation in customer management practice and accordingly deserves rigorous academic analysis. The current article aims to accelerate such analysis through three steps. First, the article examines the broader customer management literature and situates CSM in a larger tradition following Customer Relationship Management, Customer Experience design and management, and Customer Engagement. Second, the article examines the initial articulations of CSM in the literature. Third, the article draws upon goal management, stakeholder management, and learning management in hopes to provoke original research questions and management experimentation. Altogether we provide evidence that CSM forefronts the customer as the primary actor supported by the seller, rather than the seller acting upon the customer, and discuss implications for organizational design and customer facing operations.
has issue date	2020-10-31(xsd:dateTime)
bibo:doi	10.1016/j.indmarman.2020.08.001
has license	els-covid
sha1sum (hex)	7afc63898654d8a93efd48584dbce470f08a3ef5
schema:url	https://doi.org/10.1016/j.indmarman.2020.08.001
resource representing a document's title	Customer Success Management: The next evolution in customer management practice?
has PubMed Central identifier	PMC7439993
schema:publication	Industrial Marketing Management
resource representing a document's body	covid:7afc63898654d8a93efd48584dbce470f08a3ef5#body_text
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