CUSTOMER PERFORMANCE MANAGEMENT: THE FOLLOWING TRENDS IN CUSTOMER MANAGEMENT?

Customer Success Management (CSM) is a transcendent of customer management and therefore needs to be rigorously evaluated from a word of mouth into the current permutation. Three steps are used for the purpose of the current article. First, the article discusses the wider literature on customer management and situates CSM according to the general tradition of customer relationship, customer experience design and management, and customer engagement. The first articulations of the CSM in the literature are examined in the article. Thirdly, the article focuses on the management of goals, stakeholder management and learning management in order to raise original research questions and experimentation in management. In all, we provide evidence that CSM is the main player supported by the seller and not the customer and that the impact on corporate design and the customer is addressed