Michael Kleinaltenkamp's Books

Customer Success Management

Helping Business Customers Achieve Their Goals

By: Michael Kleinaltenkamp,Katharina Prohl-Schwenke,Laura Elgeti

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Customer Success Management

Helping Business Customers Achieve Their Goals

By: Michael Kleinaltenkamp,Katharina Prohl-Schwenke,Laura Elgeti

End of 2022, nearly 200,000 people indicated holding a position as a customer success manager on LinkedIn. Customer success management (CSM) is thus the fastest growing business function. It was first implemented in selected service businesses, but currently CSM applications are spreading globally across industries. This book provides a clear understanding of CSM for practitioners based on comprehensibly prepared knowledge from practical and scientific resources. The book can be used as a practical guide to learn about CSM process and the roles, necessary capabilities, and expectations toward customer success managers. Furthermore, it also shows how CSM differs from and, at the same time, relates to existing customer-related management concepts such as value-based selling, key account management and customer relationship management. The presented insights are not only relevant for customer success managers, but also for those aiming at such a position in the future. The book is also useful for supplier and customer representatives who are connected with customer success management activities in their daily business.

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Page Count

108

Publisher

Springer Nature

Published Date

ISBN 10

303126178X

ISBN 13

9783031261787

Business Process Blueprinting

A Method for Customer-Oriented Business Process Modeling

By: Michael Hewing

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Business Process Blueprinting

A Method for Customer-Oriented Business Process Modeling

By: Michael Hewing

Though customer orientation is recommended in Business Process Management, current modeling methods still have a strong focus on the company’s processes. To ensure a long-lasting requirement of a firm’s service, one should consider the customer activities in order to offer an added value that effectively addresses his or her needs. Thus, the customers’ perspective and their process chains before, during and after the interaction need to be captured in Business Process Management. Michael Hewing takes a design-oriented research approach to show how the integration of well-grounded marketing methods enables the visualization and analysis of the customer’s point of view in Business Process Management. By enhancing this method, information on usage processes as well as on the value-in-use can be provided for a comprehensive and process-based customer management.

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Page Count

239

Publisher

Springer Science & Business Media

Published Date

ISBN 10

3658037296

ISBN 13

9783658037291

Integrated Capacity and Price Control in Revenue Management

A Fuzzy System Approach

By: Michael Becher

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Integrated Capacity and Price Control in Revenue Management

A Fuzzy System Approach

By: Michael Becher

Michael Becher develops a concept for an integrated capacity and price control in revenue management. His concept is based on fuzzy expert controllers and complies with the defined business and application requirements.

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Page Count

185

Publisher

Springer Science & Business Media

Published Date

ISBN 10

3834996505

ISBN 13

9783834996503

E-Commerce and the Digital Economy

By: Michael J. Shaw

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E-Commerce and the Digital Economy

By: Michael J. Shaw

This volume in the "Advances in Management Information Systems" series offers a state-of-the-art survey of information systems research on electronic commerce. Featuring chapters by leading scholars and industry professionals, it provides the framework for understanding the business trends, emerging opportunities, and barriers to overcome in the rapid developments taking place in electronic business and the digital economy. Researchers, students, and practitioners - anyone interested in the current issues and future direction of electronic commerce, especially from the standpoint of information systems and information technology - will find this book to be an authoritative source of cutting-edge information. The volume is divided into four parts: Part I covers the fundamental issues of information technology standards and the transformation of industry structure; Part II focuses on B2B commerce; Part III investigates the management of mobile and IT infrastructure; and Part IV includes trust, security, and legal issues that undergird the success of e-commerce initiatives.

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Page Count

327

Publisher

Routledge

Published Date

ISBN 10

1317472705

ISBN 13

9781317472704

Customer Success Management

Helping Business Customers Achieve Their Goals

By: Michael Kleinaltenkamp,Katharina Prohl-Schwenke,Laura Elgeti

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Customer Success Management

Helping Business Customers Achieve Their Goals

By: Michael Kleinaltenkamp,Katharina Prohl-Schwenke,Laura Elgeti

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

108

Publisher

Springer Nature

Published Date

ISBN 10

303126178X

ISBN 13

9783031261787

Business Process Blueprinting

A Method for Customer-Oriented Business Process Modeling

By: Michael Hewing

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Business Process Blueprinting

A Method for Customer-Oriented Business Process Modeling

By: Michael Hewing

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

239

Publisher

Springer Science & Business Media

Published Date

ISBN 10

3658037296

ISBN 13

9783658037291

Book's by Michael Kleinaltenkamp

Customer Success Management

Customer Success Management

Business Process Blueprinting

Business Process Blueprinting

Integrated Capacity and Price Control in Revenue Management

Integrated Capacity and Price Control in Revenue Management

E-Commerce and the Digital Economy

E-Commerce and the Digital Economy

Customer Success Management

Customer Success Management

Business Process Blueprinting

Business Process Blueprinting

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