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).