Three Essays On Customer Success Management: Unveiling Dynamics, Developing Measures, And Mitigating Challenges In Contemporary Business Practices

The emergence of Customer Success Management (CSM) as a pivotal aspect of contemporary business practices has spurred significant scholarly discourse and calls for deeper investigation. This dissertation endeavors to address this imperative through a comprehensive exploration of CSM across three essays. Essay 1 lays the groundwork by conducting a systematic literature review to assess the necessity for a tool to measure CSM and the susceptibility of Customer Success Managers (CSMs) to role-related stressors. The findings not only advocate for the development of a scale to evaluate CSM effectively but also underscore the prevalence of role stressors among CSMs, setting the stage for further inquiry. Building upon the understandings gathered from essay 1, essay 2 focuses on developing and validating a reliable and valid scale for CSM. Through meticulous scale development methods, this essay equips B2B suppliers with a potent mechanism for enhancing customer value-in-use (VIU) and strengthening their competitive position in the marketplace. In essay 3, drawing on self-determination theory, conservation of resources theory, and self-regulation theory, the dissertation delves into the impact of role conflict faced by CSMs on service sabotage. Through Structural Equation Modeling (SEM) analysis, this essay elucidates the intricate relationships between role conflict, job dissatisfaction, emotional intelligence, and service sabotage, offering practical recommendations for B2B suppliers to foster a conducive work environment favorable to championing customer success. Together, this dissertation not only contributes to exploring the existing gaps in academic research surrounding CSM but also offers actionable insights to enlighten strategic decision-making and enhance organizational performance in the dynamic landscape of B2B marketing.