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

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Nirav N. Chokshi,Duncan C. McFarlanelling, solution realization, value-in-use monitoring and enhancement, renewal or expansion, and customer advocacy. These activities are propelled by the CSM drivers and lead to CSM outcomes for both customers and suppliers.

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Customer Success Management Structures,ose of other customer-related management approaches—namely, VBS, CRM, KAM..Furthermore, the chapter presents the Case Study “Camunda” showing how customer success management structures were successfully ramped up.

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https://doi.org/10.1007/978-1-349-13373-4ustomer advocacy helps to ensure solution growth outside of the existing customer base. This includes referrals like testimonials, online reviews, or case studies. Such customers’ advocacy activities can be motivated through membership in customer advisory board (CABs) or customer referral programs.