Contents
Key determinants of customer success / Jong Won Lim ; Jongkun Jun 1
Abstract 1
1. Research Background 1
2. What is Customer Success? 3
(a) Focusing on Customer Value 3
(b) Breaking Through the Customers' Growth Limits 4
(c) Improving Customers' Performance 4
3. Customer Success vs. Customer Satisfaction 4
4. A New Relationship Marketing Community for Customer Success 5
5. Supplier's Customer Success Orientation 6
6. Development of Hypotheses 7
6.1. Shared Values as Philosophy 7
6.2. Quality of Shared Information as Structure 9
6.3. Supplier's Customer Success Orientation as Behavior 10
7. Method 11
7.1. Data Collection 11
7.2. Development of Measures 11
8. Measures Evaluation and Validation 14
8.1. Reliability 14
8.2. Validity 14
9. Analysis and Results 15
9.1. Factors Affecting Supplier's Customer Success Orientation 16
9.2. Factors Affecting Customer Success 17
10. Discussion 18
10.1. Implications for Suppliers 19
10.2. Implications for Customers 20
10.3. Limitations & Directions for Future Research 20
[Appendix] 22
References 24