Customer Success Management In The Subscription Business Of Manufacturing Companies: Towards A Task-Oriented Reference Model

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Holst, L.; Schuh, G.; Stich, V.; Frank, J.: Customer Success Management In The Subscription Business Of Manufacturing Companies: Towards A Task-Oriented Reference Model. In: Herberger, D.; Hübner, M. (Eds.): Proceedings of the Conference on Production Systems and Logistics : CPSL 2021. Hannover : publish-Ing., 2021, S. 678-687. DOI:

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Sum total of downloads: 384

Manufacturing companies are constantly increasing their efforts in the subscription business, also known asproduct-as-a-service business, offering usage and outcome based solutions (value-in-use) instead oftransactional services and products (value-in-exchange). Customers are becoming contractual subscribers ofthe solution in return for recurring, performance-related payments. To address arising, inevitable challengeslike (1) reducing customer churn, (2) increasing usage intensity and outcome quality, (3) ensuring theadoption of product and software releases as well as (4) fostering customer loyalty, leading manufacturingcompanies 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 entitieslike sales, key account management and customer service. Since there are currently no holistic models foran 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 softwarecompanies. Containing a reference framework with 8 main tasks, 17 basic tasks and 76 elementary tasks, thereference model supports manufacturing companies in adapting and customizing a company-specific CSMconcept.
License of this version: CC BY 3.0 DE
Document Type: bookPart
Publishing status: publishedVersion
Issue Date: 2021
Appears in Collections:Proceedings CPSL 2021
Proceedings CPSL 2021

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pos. country downloads
total perc.
1 image of flag of Germany Germany 209 54.43%
2 image of flag of United States United States 31 8.07%
3 image of flag of Japan Japan 16 4.17%
4 image of flag of Netherlands Netherlands 15 3.91%
5 image of flag of United Kingdom United Kingdom 15 3.91%
6 image of flag of India India 9 2.34%
7 image of flag of No geo information available No geo information available 7 1.82%
8 image of flag of Brazil Brazil 7 1.82%
9 image of flag of Switzerland Switzerland 6 1.56%
10 image of flag of Austria Austria 6 1.56%
    other countries 63 16.41%

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