Customer Success Management

Michael Kleinaltenkamp is a Professor Emeritus at the Marketing Department of Freie Universität Berlin, Germany, where he was a Professor of Business and Services Marketing and the director of the Executive Master of Business Marketing program from 1992 to 2020. In November 2013, Prof. Kleinaltenkamp was awarded an honorary doctorate from the University of Rostock, Germany. His work has been published in international Journals such as the Journal of Marketing, Journal of Service Research, Industrial Marketing Management, Journal of Business Research, Journal of Service Management, Journal of Service Theory and Practice, and Journal of Business and Industrial Marketing. At Springer, he has published several edited textbooks on basic topics in business-to-business marketing as " Fundamentals of Business-to-Business Marketing" (2015), " Business Relationship Marketing and Management" (2015), and " Business Project Management and Marketing" (2016).

Katharina Prohl-Schwenke is co-founder of the Customer Success Academy. The goal of the Customer Success Academy is to bring relevant research findings on Customer Success Management into the world of business, thus bridging the gap between science and practice. Previously, she completed her doctorate at the Marketing Department of Freie Universität Berlin, Germany, where she worked as a Research Associate. Her prior work experience also includes being an Account Executive for a Software as a Service (SaaS) provider. In this context, the idea arose to deal scientifically with the topic of CSM in the context of her doctorate. This has resulted in several publications in Industrial Marketing Management.

In terms of content, Katharina Prohl-Schwenke systematically and sequentially investigated what drives suppliers in B2B markets to implement CSM and how they actually implement it, how customers evaluate the CSM activities of their suppliers and to what extent CSM actually positively influences the repurchase behavior of customers and thus leads to the desired result for the suppliers - a low churn rate.