Customer Success Management In The Subscription Business Of Manufacturing Companies

  • Manufacturing companies are constantly increasing their efforts in the subscription business, also known as product-as-a-service business, offering usage and outcome based solutions (value-in-use) instead of transactional services and products (value-in-exchange). Customers are becoming contractual subscribers of the solution in return for recurring, performance-related payments. To address arising, inevitable challenges like (1) reducing customer churn, (2) increasing usage intensity and outcome quality, (3) ensuring the adoption of product and software releases as well as (4) fostering customer loyalty, leading manufacturing companies are setting up a new organizational, customer-facing unit, called Customer Success Management (CSM). This unit has its origins in the software-as-a-service business, operating next to established entities like sales, key account management and customer service. Since there are currently no holistic models for an end-to-end description of CSM-tasks in the manufacturing industry, this paper contributes to a taskoriented reference model, using a grounded theory approach, examining both manufacturing and software companies. Containing a reference framework with 8 main tasks, 17 basic tasks and 76 elementary tasks, the reference model supports manufacturing companies in adapting and customizing a company-specific CSM concept.
Metadaten
Author:Lennard HolstGND, Günther SchuhORCiDGND, Volker StichGND, Jana FrankGND
URL:https://www.repo.uni-hannover.de/handle/123456789/11368
DOI:https://doi.org/10.15488/11281
Parent Title (English):Proceedings of the Conference on Production Systems and Logistics : CPSL 2021
Publisher:publish-Ing.
Place of publication:Hannover
Editor:D. Herberger, M. Hübner
Document Type:Conference Proceeding
Language:English
Date of Publication (online):2023/05/03
Date of first Publication:2021/08/31
Release Date:2023/05/03
Tag:Customer Success Management; Manufacturing Companies; Task-oriented Reference Model; Value-in-Use; subscription business models
First Page:678
Last Page:687
FIR-Number:SV7692
Name of the conference:2nd Conference on Production Systems and Logistics (CPSL)
Date of the conference:10.08-2021-11.08.2021
Institute / Department:FIR e. V. an der RWTH Aachen
Dienstleistungsmanagement
Dewey Decimal Classification:6 Technik, Medizin, angewandte Wissenschaften / 62 Ingenieurwissenschaften
Licence (German):License LogoCreative Commons – CC BY 3.0 DE – Namensnennung 3.0 Deutschland