TY  - CONF
A1  - Holst, Lennard
A1  - Schuh, Günther
A1  - Stich, Volker
A2  - Herberger, D.
A2  - Hübner, M.
A2  - Stich, Volker
T1  - Reference Data Model For Customer Success Management In The Subscription Business Of Manufacturing Companies
T2  - Proceedings of the Conference on Production Systems and Logistics: CPSL 2023
N2  - Competitive differentiation in the manufacturing sector is no longer based on product and service innovations alone but on the ability to monetize the usage phase of products and services. To this end, manufacturers are increasingly looking at so-called subscription business models as a way of supplementing the traditional sale of products and services. Since supplier success in the subscription business is directly dependent on customer success, the setup and expansion of a so-called Customer Success Management (CSM) is required. While CSM has already been established in the software industry for several years, companies in the manufacturing sector are often still in the conceptual phase of a CSM, parallel to the setup and expansion of their subscription business. Therefore, this paper aims to support the set-up of a CSM by providing a reference data model, based on case study research, that can be used to support the organizational or daily CSM tasks and to serve as a blueprint for conceptualizing CSM-specific IT systems.
KW  - Customer Success Managementl
KW  - Subscription Business
KW  - Product-as-a-Service Business
KW  - Value-in-use
KW  - Manufacturing Firms
KW  - Reference Data Model
KW  - rev
Y1  - 2023
UR  - https://epub.fir.de/frontdoor/index/index/docId/2522
SP  - 935
EP  - 944
PB  - publish-Ing.
CY  - Hannover
ER  -