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 |
|