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Customer Success Management: The next evolution in customer management practice? · Study

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ArticleCustomer Success Management: The next evolution in customer management practice?

Bryson Hilton2020

OA

Articlegreen2020

Customer Success Management: The next evolution in customer management practice?

Bryson Hilton · Bita Hajihashemi · Conor M. Henderson · Robert W. Palmatier

73 citations·0/0 files stored·Industrial Marketing Management

No readable copy stored yet — this record is metadata only.

Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 73 citations exist upstream.

References

1990Absorptive Capacity: A New Perspective on Learning and Innovation 2010Strategic management a stakeholder approach 1995The Stakeholder Theory of the Corporation: Concepts, Evidence, and Implications 2010Satisfaction: a behavioral perspective on the consumer 1995The Stakeholder Theory of the Corporation: Concepts, Evidence, and Implications 2010Customer Engagement Behavior: Theoretical Foundations and Research Directions 2000Measuring the Customer Experience in Online Environments: A Structural Modeling Approach 1986Networks: Between markets and hierarchies

Cited by

2022Success Management – From theory to practice 2023Customer success management, customer health, and retention in B2B industries 2021How business customers judge customer success management 2022What drives the implementation of customer success management? Antecedents of customer success management from suppliers' and customers' perspectives 2025How to use emerging service technologies to enhance customer centricity in business-to-business contexts: A conceptual framework and research agenda 2021Analytical model of innovation ecosystem development

Details

Year2020

Typearticle

Published2020-08-20

VenueIndustrial Marketing Management

ISSN-L0019-8501

Languageen

Citations73

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/j.indmarman.2020.08.001

openalex_workW3080466349

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