Curated academic papers on customer success, engagement, and value creation that inform how we build Cuelock.
This McKinsey paper highlights the importance of customer intimacy. More specifically, it emphasizes building deep, data-informed understanding of customers to drive personalization, stronger relationships, and superior growth by staying close to evolving consumer needs and behaviors.
Customer Success Management forefronts the customer as the primary actor supported by the seller, rather than the seller acting upon the customer. It frames CSM not just as a new job title or role but as a distinct management approach that prioritizes customers' outcomes and long-term value.
Customer success management is a proactive, relational, and value-oriented approach to engaging customers in order to help them realize value from using a firm's products or services.
Firms that use consciousness as a foundational philosophy can create a more engaging and meaningful customer experience.
Value for the customer is any demand-side, personal perception of advantage arising out of a customer's association with an organisation's offering. It identifies multiple ways customers interpret value — from balancing benefits and sacrifices to outcomes from use and price comparisons.
It argues that tracking and acting on why customers leave not only improves quality but also boosts profitability by extending customer relationships.