Abstract Book of the 9th International Conference on Management, Economics and Finance
Year: 2025
[PDF]
Customer Success Management: Maximizing Value, Retention & Loyalty
Sven Seidenstricker
ABSTRACT:
In an era of increasing digitalization and intensified global competition, manufacturing companies must rethink their business models to drive sustainable growth and customer engagement. Subscription-based revenue models and platform-driven approaches present new opportunities to enhance customer value, improve retention, and build long-term loyalty. However, these transformations require a fundamental shift toward customer-centricity and proactive relationship management.
Customer Success Management (CSM) has emerged as a strategic framework to maximize customer value by leveraging data-driven insights, optimizing service offerings, and fostering lasting relationships. By systematically tracking key performance indicators and aligning offerings with customer needs, manufacturing companies can gain a competitive edge. This article identifies six critical success factors for implementing CSM in the manufacturing sector, including a deep understanding of customer value creation, the development of tailored solutions, strategic customer selection, and embedding CSM into corporate culture. Additionally, building strong customer relationships and continuously monitoring customer success throughout the entire lifecycle are crucial for long-term retention and loyalty.
Furthermore, the article explores how digital platforms act as enablers for operational efficiency, innovation, and sustainability. Particularly in manufacturing, platforms facilitate data integration across various sources, such as machine and process data, to drive efficiency and reduce CO₂ emissions. A practical example is the de:karb project, which demonstrates how digital platforms can enhance supply chain transparency and support emission reduction efforts. By integrating CSM with platform-based solutions, manufacturing companies can strengthen their market position and ensure sustainable success in an increasingly customer-driven landscape.
Keywords: Customer Success Management (CSM), Customer Retention, Loyalty Digital Platforms, Data-Driven Insights, Sustainable Value Creation