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008			230311s2023 sz | o |||| 0|eng d
020			_a9783031261787
024	7		_a10.1007/978-3-031-26178-7 _2doi
040			_aES-VaUE _bspa _cES-VaUE _dES-VaUE
050		4	_aHF5415.5 _b2024 EB
100	1		_aKleinaltenkamp, Michael _eautor _0(orcid)0000-0002-3221-3583 _4http://id.loc.gov/vocabulary/relators/aut _9518717
245	1	0	_aCustomer Success Management : _bHelping Business Customers Achieve Their Goals _cby Michael Kleinaltenkamp, Katharina Prohl-Schwenke, Laura Elgeti
250			_a1st ed 2023
264		1	_aCham _c2023 _bSpringer International Publishing
300	0	0	_a1 recurso en línea
336			_atexto _btxt _2rdacontent
337			_aelectrónico _bc _2rdamedia
338			_arecurso electrónico _bcr _2rdacarrier
490	0		_aManagement for Professionals, _x2192-810X
505	0		_aChapter 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.
520			_aEnd 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 book is also useful for supplier and customer representatives who are connected with customer success management activities in their daily business.
988			_aSpringer_Business_2023
650		7	_2embne _915474 _aServicio al cliente
700	1		_9518718 _aProhl-Schwenke, Katharina _eautor
700	1		_9518719 _aElgeti, Laura _eautor
856	4	0	_uhttps://go.openathens.net/redirector/universidadeuropea.es?url=https://doi.org/10.1007/978-3-031-26178-7 _zAcceso a este recurso digital (usuarios Universidad Europea de Valencia)
942			_2lcc _cLE
998			_db _b05/2024 _eb _zSI