Customer Success Management : Helping Business Customers Achieve Their Goals (Management for Professionals) (2023)

個数:

Customer Success Management : Helping Business Customers Achieve Their Goals (Management for Professionals) (2023)

  • 提携先の海外書籍取次会社に在庫がございます。通常3週間で発送いたします。
    重要ご説明事項
    1. 納期遅延や、ご入手不能となる場合が若干ございます。
    2. 複数冊ご注文の場合、分割発送となる場合がございます。
    3. 美品のご指定は承りかねます。

    ●3Dセキュア導入とクレジットカードによるお支払いについて
  • 【入荷遅延について】
    世界情勢の影響により、海外からお取り寄せとなる洋書・洋古書の入荷が、表示している標準的な納期よりも遅延する場合がございます。
    おそれいりますが、あらかじめご了承くださいますようお願い申し上げます。
  • ◆画像の表紙や帯等は実物とは異なる場合があります。
  • ◆ウェブストアでの洋書販売価格は、弊社店舗等での販売価格とは異なります。
    また、洋書販売価格は、ご注文確定時点での日本円価格となります。
    ご注文確定後に、同じ洋書の販売価格が変動しても、それは反映されません。
  • 製本 Hardcover:ハードカバー版/ページ数 102 p.
  • 商品コード 9783031261770

Full Description

End of 2022, nearly 200,000 people indicated holding a position as a customer success manager on LinkedIn. Customer success management (CSM) is thus the fastest growing business function. It was first implemented in selected service businesses, but currently CSM applications are spreading globally across industries.

This book provides a clear understanding of CSM for practitioners based on comprehensibly prepared knowledge from practical and scientific resources. The book can be used as a practical guide to learn about CSM process and the roles, necessary capabilities, and expectations toward customer success managers. Furthermore, it also shows how CSM differs from and, at the same time, relates to existing customer-related management concepts such as value-based selling, key account management and customer relationship management. The presented insights are not only relevant for customer success managers, but also for those aiming at such a position in the future. The bookis also useful for supplier and customer representatives who are connected with customer success management activities in their daily business.

Contents

Chapter 1 The Rise of a New Business Function: Customer Success (Management).- Chapter 2 Customer Success and Customer Success Management.- Chapter 3 Customer Success Management Drivers.- Chapter 4 Value-Based Selling.- Chapter 5 Solution Realization.- Chapter 6 Customer Success Management Activities.- Chapter 7 Adapting the Customer Value Proposition.- Chapter 8 Customer Advocacy.- Chapter 9 Customer Success Management Outcomes.- Chapter 10 Customer Success Management Structures.- Index.

最近チェックした商品