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One Approach to Repeat Business : 'Customer Success Managers'

Gelb, Betsy; Rangarajan, Deva; Hochstein, Bryan; … - 2020

Software vendors have pioneered the deployment of professionals charged with enhancing the success of that vendor’s customers. However, now more industries are adopting the model common for software, of marketing a renewable subscription rather than requiring a capital investment. That model...

Persistent link: https://www.econbiz.de/10014031750

One approach to repeat business : "customer success managers"

Gelb, Betsy D.; Rangarajan, Deva; Hochstein, Bryan; … - In: Rutgers business review 5 (2020) 1, pp. 13-27

Persistent link: https://www.econbiz.de/10012390031

Proactive value co-creation via structural ambidexterity : customer success management and the modularization of frontline roles

Hochstein, Bryan; Chaker, Nawar N.; Rangarajan, Deva; … - In: Journal of service research 24 (2021) 4, pp. 601-621

Persistent link: https://www.econbiz.de/10012662587

An industry/academic perspective on customer success management

Hochstein, Bryan; Rangarajan, Deva; Mehta, Nick; … - In: Journal of service research 23 (2020) 1, pp. 3-7

Persistent link: https://www.econbiz.de/10012183552

The role of the sales employee in securing customer satisfaction

Evanschitzky, Heiner; Sharma, Arun; Prykop, Catja - In: European journal of marketing : EJM 46 (2012) 3/4, pp. 489-508

Persistent link: https://www.econbiz.de/10009535669

The function of innovation culture in the success of new services

Raajpoot, Nusser; Sharma, Arun - In: Journal of global scholars of marketing science : … 31 (2021) 3, pp. 392-414

Persistent link: https://www.econbiz.de/10012549094

Does the customer matter most? : exploring strategic frontline employees’ influence of customers, the internal business team, and external business partners

Plouffe, Christopher R.; Bolander, Willy; Cote, Joseph A.; … - In: Journal of marketing 80 (2016) 1, pp. 106-123

Persistent link: https://www.econbiz.de/10011507463

Internal selling : antecedents and the importance of networking ability in converting internal selling behavior into salesperson performance

Liu, Yongmei; Hochstein, Bryan; Bolander, Willy; … - In: Journal of business research : JBR 117 (2020), pp. 176-188

Persistent link: https://www.econbiz.de/10012285563

Orchestration of value : the role of customer success managers within sales ecosystems

Goad, Emily A.; Chase, Kevin S.; Brauer, David B.; … - In: European journal of marketing 58 (2024) 3, pp. 756-781

Persistent link: https://www.econbiz.de/10015047341

Customer success management, customer health, and retention in B2B industries

Hochstein, Bryan W.; Voorhees, Clay M.; Pratt, Alexander B. - In: International journal of research in marketing : IJRM ; … 40 (2023) 4, pp. 912-932

Persistent link: https://www.econbiz.de/10014451313