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

Show simple item record

dc.identifier.uri http://dx.doi.org/10.15488/11281
dc.identifier.uri https://www.repo.uni-hannover.de/handle/123456789/11368
dc.contributor.author Holst, Lennard
dc.contributor.author Schuh, Günther
dc.contributor.author Stich, Volker
dc.contributor.author Frank, Jana
dc.contributor.editor Herberger, David
dc.contributor.editor Hübner, Marco
dc.date.accessioned 2021-08-19T08:32:19Z
dc.date.issued 2021
dc.identifier.citation 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: https://doi.org/10.15488/11281
dc.description.abstract Manufacturing companies are constantly increasing their efforts in the subscription business, also known as product-as-a-service business, offering usage and outcome based solutions (value-in-use) instead of transactional services and products (value-in-exchange). Customers are becoming contractual subscribers of the solution in return for recurring, performance-related payments. To address arising, inevitable challenges like (1) reducing customer churn, (2) increasing usage intensity and outcome quality, (3) ensuring the adoption of product and software releases as well as (4) fostering customer loyalty, leading manufacturing companies 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 entities like sales, key account management and customer service. Since there are currently no holistic models for an 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 software companies. Containing a reference framework with 8 main tasks, 17 basic tasks and 76 elementary tasks, the reference model supports manufacturing companies in adapting and customizing a company-specific CSMconcept. eng
dc.language.iso eng
dc.publisher Hannover : publish-Ing.
dc.relation.ispartof https://doi.org/10.15488/11229
dc.relation.ispartof Proceedings of the Conference on Production Systems and Logistics : CPSL 2021
dc.rights CC BY 3.0 DE
dc.rights.uri https://creativecommons.org/licenses/by/3.0/de/
dc.subject Customer Success Management eng
dc.subject subscription business models eng
dc.subject Value-in-Use eng
dc.subject Manufacturing Companies eng
dc.subject Task-oriented Reference Model eng
dc.subject.classification Konferenzschrift ger
dc.subject.ddc 620 | Ingenieurwissenschaften und Maschinenbau
dc.title Customer Success Management In The Subscription Business Of Manufacturing Companies: Towards A Task-Oriented Reference Model eng
dc.type bookPart
dc.type Text
dc.relation.essn 2701-6277
dc.description.version publishedVersion
tib.accessRights frei zug�nglich


Files in this item

This item appears in the following Collection(s):

Show simple item record

 

Search the repository


Browse

My Account

Usage Statistics