TY  - CONF
A1  - Holst, Lennard
A1  - Schuh, Günther
A1  - Stich, Volker
A1  - Frank, Jana
A2  - Herberger, D.
A2  - Hübner, M.
T1  - Customer Success Management In The Subscription Business Of Manufacturing Companies
T2  - Proceedings of the Conference on Production Systems and Logistics : CPSL 2021
N2  - 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 CSM concept.
KW  - Customer Success Management
KW  - subscription business models
KW  - Value-in-Use
KW  - Manufacturing Companies
KW  - Task-oriented Reference Model
Y1  - 2023
UR  - https://epub.fir.de/frontdoor/index/index/docId/2545
UR  - https://www.repo.uni-hannover.de/handle/123456789/11368
SP  - 678
EP  - 687
PB  - publish-Ing.
CY  - Hannover
ER  -