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Customer Success: managing customer relationsfips in software-as-a-service firms
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| 1.14 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
The Software-as-a-Service (SaaS) business model has not only changed the way software is
delivered and licensed, but also the nature of customer relationships: Nowadays, customers hold
the power as they can easily terminate the SaaS subscription. As a result, the term customer
success has emerged, which is relationship-focused client management ensuring that customers
achieve their desired outcomes and renew their subscriptions. This thesis aims to understand
how customer success is applied in practice and which factors impact a SaaS vendor’s approach
to customer success. It further derives best practices for other companies seeking to implement
customer success in their organizations.
Descrição
Palavras-chave
Software-as-a-service Customer success Customer retention Customer value: managing customer relationships in software-as-a-service firms