Customer Success Management is a form of customer relationship management. It aims to ensure that customers are successful when they use a company's products or services. Customer Success Managers use their knowledge of the company's offerings and customer transactions to increase their satisfaction.
Customer Success Management is relevant in Everything-as-a-Service business models since it is as important to retain or develop customers as it is to acquire them. The reason for this is that the majority of revenue is booked after the first sale. Due to lower technical & commercial barriers to churn, it is also easier for customers to change suppliers. Customer Success Management should prevent this.
The LSR looks at this phenomenon from a strategic and organisational perspective.
Master:
Business Model and Strategy (SS) (engl.)
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