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Paper Number
2252
Paper Type
Completed
Description
Achieving Customer Success (CS) has become the primary goal for Anything as a service (XaaS) vendors with recurring revenue models to provide continuous value to their customers. This article attempts to present the theoretical insights on the key drivers of CS Management and proposes a conceptual framework based on 32 in-depth interviews with CS Practitioners. First, this article analyses the theoretical foundations and customer value management challenges for the newly emerging field of CS for subscription-based business models. Second, this article outlines three key drivers (prevent churn, increase success, ensure usage continuance from the conceptual framework) for CS from the voices of practicing CS professionals using the Grounded Theory Method (GTM). Third, this article analyzes the key drivers along with root cause analysis for churn and recognizes the practical implications of operating model shifts involved in moving to subscription models for XaaS vendors.
Recommended Citation
Iqbal, Taskeen; Gogulapati, Raji; and Iqbal, Kiram, "Navigating paradigm shifts and transitioning challenges for Customer Success: Learning from SaaS business models" (2023). ICIS 2023 Proceedings. 1.
https://aisel.aisnet.org/icis2023/isdesign/isdesign/1
Navigating paradigm shifts and transitioning challenges for Customer Success: Learning from SaaS business models
Achieving Customer Success (CS) has become the primary goal for Anything as a service (XaaS) vendors with recurring revenue models to provide continuous value to their customers. This article attempts to present the theoretical insights on the key drivers of CS Management and proposes a conceptual framework based on 32 in-depth interviews with CS Practitioners. First, this article analyses the theoretical foundations and customer value management challenges for the newly emerging field of CS for subscription-based business models. Second, this article outlines three key drivers (prevent churn, increase success, ensure usage continuance from the conceptual framework) for CS from the voices of practicing CS professionals using the Grounded Theory Method (GTM). Third, this article analyzes the key drivers along with root cause analysis for churn and recognizes the practical implications of operating model shifts involved in moving to subscription models for XaaS vendors.
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