Customer Success Management: Helping Business Customers Achieve Their Goals by Michael Kleinaltenkamp & Katharina Prohl-Schwenke & Laura Elgeti

Author:Michael Kleinaltenkamp & Katharina Prohl-Schwenke & Laura Elgeti
Language: eng
Format: epub
ISBN: 9783031261787
Publisher: Springer International Publishing

Moreover, a lack of information-sharing between a supplier and a customer, or a lack of necessary customer resources, complicates or even prevents the measurement of a solution’s economic benefit. Measuring customers’ economic benefit usually requires sensitive data that customers do not always wish to share with suppliers (Prohl & Kleinaltenkamp, 2020). Furthermore, this information transfer often requires time and resources (i.e., labor) that the customer either lacks or does not wish to spend.

Example: Corporate Language Training

A customer of a corporate language training supplier is unwilling to allow their employees time to complete a survey regarding their improved work efficiency. Hence, the economic benefit of the supplier’s offering cannot be measured with such an analysis.

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