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Optimizing the Processes of Customer Success Management in the B2B Segment
Mezentseva O. O.

Mezentseva, Olha O. (2019) “Optimizing the Processes of Customer Success Management in the B2B Segment.” Business Inform 11:343–348.
https://doi.org/10.32983/2222-4459-2019-11-343-348

Section: Management and Marketing

UDC 311.138:659

Abstract:
The article is aimed at researching measures to optimize the processes of customer success management in B2B companies. The object of research is the processes of customer success management in the company with a SaaS model in the B2B sector. Analyzing, systematizing and generalizing current developments in the sphere of applied B2B management in the IT sphere, the definitions and meanings of the concept of «success management» are considered. As result of the carried out research the processes of customer success management were modeled using a unified modeling language. Features of the processes of customer success management in companies operating in the B2B segment are defined, and key indicators of efficiency of this process are analyzed. It is substantiated that the key tasks of optimizing the processes of customer success management are to reduce the time required by a manager to support one customer’s success and to simplify the very process of working with customer. The publication offers a model of managing the customer success in companies in the B2B segment; an information and analytical system is designed that partially automatizes and simplifies these processes. The structure of the processes of customer success management is researched. Prospects for further research in this direction is to expand the base of indicators to evaluate success of company and its management processes. The theoretical component of the concept of the processes of customer success management is little researched today, but has a great practical expression in numerous both foreign and Ukrainian IT companies. Further development and optimization of success management in the B2B-sphere will allow to expand the classic instrumentarium of the management of economic processes.

Keywords: customer success management, companies in the B2B segment, UML modeling, customer loyalty.

Fig.: 4. Bibl.: 9.

Mezentseva Olha O. – Candidate of Sciences (Economics), Associate Professor, Department of Management of Foreign Economic Activity of Enterprises, National Aviation University (1 Lubomyra Husara Ave., Kyiv, 03680, Ukraine)
Email: [email protected]

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