Customer success management

I recently came across the concept of ‘customer success management’ (CSM) and wrongly assumed this was just a new way of describing old style customer service and building loyalty.  In fact, the concept of CSM has been developed specifically for “operators of the cloud”, i.e. software as a service (SaaS) providers (see page 163).

To find out more, this link takes you to The Customer Success Association website, where an in depth definition and explanation of CSM is provided.  Software developers have moved from  being vendors of their product to service providers with long term customer relationships – a good example of servitisation (see page 376).

This entry was posted in Chap 02 Winning Customers, Chap 14 Operations strategy, Sector: I.T. & ecommerce and tagged , . Bookmark the permalink.

One Response to Customer success management

  1. Wayne Reed says:

    This is a Dr W E Deming approach, a new spin on his 14 points… Nevertheless a positive approach and if Deming is to be adopted and adapted into a CSM approach thats a positive in my book! Read about the man


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