93 - From Research to Practice: Exploring Value-Creation in Customer Success - Dr Laura Elgeti & Dr. Katharina Prohl-Schwenke

In this episode, we're talking to the special guests, Dr Laura Elgeti and Dr. Katharina Prohl-Schwenke. They are Co-Founders of CustomerSuccess Academy, book authors and academic researchers. 

We explore the importance of collaboration between account executives, account management, and customer success in creating and achieving value for customers. From understanding the significance of individual value to exploring the blurred lines between customer success management and key account management, this episode will provide valuable insights for anyone interested in building strong customer relationships. 

Key research findings:

1. CSM is crucial not just in SaaS, but for all companies seeking long-term customer relationships
2. Customers value CSM efforts when they genuinely enhance their experience, leading to collective benefits like cost reduction and improved processes, as well as individual value for both customers and employees.
3. Effective CSM practices result in easier work-life experiences for customers.
4. Continuous monitoring through CSM activities positively influences purchase decisions, increasing customer retention rates for those receiving more focused efforts.

Join us as we dive into the fascinating realm of customer success management and uncover the strategies and frameworks that drive success in today's business landscape!

Check out:

• Customer Success Academy https://customersuccess-academy.com/
• CSM Wheel https://customersuccess-academy.com/#csm-wheel

Follow Laura & Katharina!

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

- Website - womenincs.co

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- Podcast page - womenincs.co/podcast

- Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie