Customer Success Management: The next evolution in customer management practice?

Customer Success Management (CSM) has transcended from a buzzword into the latest permutation in customer management practice and accordingly deserves rigorous academic analysis. The current article aims to accelerate such analysis through three steps. First, the article examines the broader customer management literature and situates CSM in a larger tradition following Customer Relationship Management, Customer Experience design and management, and Customer Engagement. Second, the article examines the initial articulations of CSM in the literature. Third, the article draws upon goal management, stakeholder management, and learning management in hopes to provoke original research questions and management experimentation. Altogether we provide evidence that CSM forefronts the customer as the primary actor supported by the seller, rather than the seller acting upon the customer, and discuss implications for organizational design and customer facing operations.     

How does green innovation affect supplier-customer relationships? A study on customer and relationship contingencies

As the demand for eco-friendly products arises, many suppliers have devoted significant effort to green innovation. Prior studies have investigated how green innovation influences product and firm performance; however, its influence on the relationship between suppliers and organizational buyers (customers) is still unknown. Organizational buyers' receptivity to green products is uncertain as they must adjust their current systems to accommodate the new products. As such, understanding how supplier green innovation effort affects the supplier-customer relationship is essential for green innovation success. Using data collected from 196 B2B customers, we find that the relationship between supplier green innovation effort and relational performance depends on several customer- and relationship-level contingencies. Specifically, green innovation benefits a relationship more if customer participation and relational embeddedness are high, or if customer risk aversion and customer-perceived product criticality are low. This research provides valuable guidance for the effective implementation of green innovation.     

How buyer–seller relationship orientation affects adaptation of sales processes to the buying process

Adaptation in sales is common in business relationships. The purpose of this study is to understand how the buyer–seller relationship affects sellers' sales process adaptation to customers' buying processes. The results reveal how the buyer–seller relationship orientation affects sales process adaptation and its effects. The main sources of information in this qualitative inquiry are in-depth, semi-structured interviews with key informants representing a buyer–seller relationship. This study helps to shed light on how the buyer–seller relationship orientation affects sales process adaptation. The findings reveal that both the buyer and the seller have an impact on sales process adaptation. Extant research has recognized adaptation as a central aspect in relationships, while largely neglecting sales process adaptation. Thus, this study focuses on the effects of buyer–seller relationship orientation on sales process adaptation.     

How are students’ attitudes related to learning outcomes?

This article is a part of a research project aimed to find out how different background variables are related to learning outcomes in technology education related to the school subject Sloyd (craft). The research question of this article is: “How are ninth grade students’ attitudes towards the subject related to their learning outcomes?” The empirical data (n = 4792) was collected by stratified sampling from 152 secondary schools as a part of the Finnish National Board of Education (FNBE) assessment. A shortened Finnish version of the Fennema–Sherman attitude test was carried out in a narrowed sample (n = 1548). The three attitude factors for learners were ‘Liking Sloyd as a school subject’, ‘Experiencing Utility in Sloyd’ and ‘Self-concept in Sloyd’. Structural equation modelling revealed that ‘Experiencing Utility’ predicts learning outcomes while ‘Liking’ and ‘Self-concept’ were interveners. The results suggest more learner-centred pedagogics for developing technology education.     

How does the second-order learning process moderate the relationship between innovation inputs and outputs of large Korean firms?

We investigate how the second-order learning process moderates the relationship between innovation performance and two types of knowledge seeking behavior, namely exploration and exploitation. We reinvestigate the second-order learning process of the top 100 Korean firms from 1997 to 2007 by capturing CEO turnover, board turnover, and R&D alliances. We argue that the current findings about exploration and exploitation should be reclassified in terms of innovation input and output. We suggest that researchers investigate the organizational learning process to understand the link between innovation inputs and outputs. Our empirical results show that while innovation inputs are not related to exploratory outputs, the second-order learning process reshapes the relationship between both exploration/exploitation type innovation inputs and exploratory innovation outputs, and that the new focus of organizational learning process can refine current innovation literature.     

How can research on research contribute to a better management of university research?

In recent years new forms of research organizations have been established at universities, which have been faced to a much higher degree with problems of research management. This circumstance provides the main reason for starting research on research in the university field on a new basis. In the ‘Sonderforschungrbereich 79', a large interdisciplinary research unit at Hannover University concerned with ‘water research in the coastal area', a symbiosis and active co-operation was arranged between a small group of scientists engaged in research on research and a large number of scientists and engineers of several disciplines. The strong liaison between R o R scientists and their subject of investigation is institutionally organized. The purpose of this liaison is to involve R o R scientists in a feed-back process with a large university research organization and its actual management problems. The results to date have been encouraging and indicate that such an experiment can be a very worthwhile exercise.     

Knowledge management and coopetition: How do cooperating competitors balance the needs to share and protect their knowledge?

Coopetitors need to manage interorganizational knowledge flows to balance cooperative knowledge sharing and competitive knowledge protection. The question of how to balance these has received little research attention, with most studies analyzing knowledge sharing or protection separately. To address this gap, we develop a theoretical framework on coopetitive knowledge sharing and knowledge protection practices. This framework is based on a literature review of coopetitive interorganizational knowledge management. To complement and refine this initial framework, we build on insights from a qualitative study that gathered data from 11 semistructured interviews with key informants of Latin American firms. We show that a balance between knowledge sharing and knowledge protection in coopetition is facilitated when coopetitive interorganizational knowledge management helps coopetitors share general and project-specific knowledge while they withhold core knowledge about their firms and clients. To achieve this balance, firms combine formal and informal knowledge protection practices. As theoretical implications, we provide a fine-grained and synoptic understanding of the characteristics of knowledge management among coopetitors. As managerial implications, we call managers' attention to the need to find a balance between knowledge sharing and protection that will help clearly define what kind of knowledge is shared or protected when firms cooperate with rivals.     

How can policy processes remove barriers to sustainable food systems in Europe? Contributing to a policy framework for agri-food transitions

A new food policy coherent with the goal of achieving sustainable food systems implies changing visions and radically revising the understanding of the system on which agricultural and food-related policies act. This paper identifies and discusses policy processes that contribute to sustainable food systems in Europe. Based on a conceptual framework that links the policy cycle approach to transition theories, we (i) assess the evolution of policy cycles of the Common Agricultural Policy (CAP) to highlight how the food and nutrition concepts have evolved and been reframed throughout the five phases of the CAP, (ii) map and classify available policy instruments to assess potential synergies and gaps in view of their reorganization and (iii) indicate and discuss strategic tools for sustainable food policies. This contribution goes beyond the current literature highlighting the obstacles which hinder the transition to a policy regime that embodies the nexus among food and nutrition security, natural capital preservation and climatic and social justice, and proposing new avenues for food policy studies.     

How to leverage the impact of R&D on product innovation? The moderating effect of management innovation

Although research and development (R&D) is a key indicator of (technological) innovation, scholars have found mixed results regarding its effect on product innovation and firm performance. In this paper, we claim that variations in R&D effectiveness can be explained by changes in a firm’s social system, in particular in its management innovation. It is still unclear how management innovation influences R&D effectiveness in terms of product innovation. In this study, we address this theoretical and empirical gap in the innovation literature. Our theoretical arguments and findings from a large-scale survey among Dutch firms show that R&D has a decreasingly positive relationship with product innovation, particularly for firms with low levels of management innovation. However, in firms with high levels of management innovation, this relationship becomes more J-shaped, especially in small and medium-sized firms. Our findings also appear to indicate that management innovation may be more important for competitive advantage than just R&D. Overall, our insights reveal that management innovation is a key moderator in explaining firms’ effectiveness in transforming R&D into successful product innovation.     

Are pricing policies an impediment to the success of customer solutions?

In an era of declining pricing power and increased global competition, customized solutions appear to be an effective way to build competitive advantages without the debilitating effects of price competition. Solutions involve provision of an integrated combination of goods and services that are designed to meet a business customer's specific needs. Premium prices and higher margins can be extracted by solution providers, who now have considerable incentives to design and market innovative solutions for their customers. We examine the applicability of various pricing frameworks and pricing practices in the context of two industries — business process outsourcing and power generation equipments. Our interviews suggest that firms predominantly use traditional pricing strategies; new strategies for solution pricing are only emerging; and, successful firms are currently using hybrid pricing models. We find that the solutions that we observed among practitioners are not what theory would suggest as true solutions but what would be described by theory as bundled products. We also find that solutions are in the eye of the beholder, i.e., if customers can de-bundle offerings, they are not true solutions. We extend our findings to academic theory and to the practice of developing and pricing solutions.     

How much are sellers willing to pay for the features offered by their e-commerce platform?

The success of an e-commerce platform is significantly dependent on the number of sellers and their quality. Thus, it is important to understand the factors that influence a seller's platform choice. This paper investigates features of an e-commerce platform on which sellers place high value when choosing a platform to sell their products, using a conjoint analysis. The data was collected by online survey from 1,796 sellers who are using Naver Smart Store (https://sell.smartstore.naver.com), which is one of the largest e-commerce platform in South Korea. After analyzing the willingness to pay for each combination of functions by separating six functions of Naver Smart Store, it was estimated that the MWTP ranged 3.05 to 4.48 for the main process related functions and 2.61–5.3 for the sub process related functions. MWTP can be considered as a benefits for the sellers since Naver does not require monetary commissions from sellers. This paper also shows that the higher technical understanding of the functions provides the more value to platform to sellers.     

Two Sides of the Same Coin: How Do Different Dimensions of Product Program Innovativeness Affect Customer Loyalty?

Conventional wisdom holds that innovativeness has essentially positive performance implications. However, empirical research reveals mixed findings regarding customer‐related responses to innovation, as distinct dimensions—such as product newness and meaningfulness—may generate responses in different manners. This study introduces a multidimensional conceptualization of innovativeness at the program level, thereby enlarging the customary perspective by considering both positive and negative customer responses to innovativeness. Drawing on information economics, this study suggests that product program meaningfulness fosters customer loyalty, whereas product program newness undermines customer loyalty. In addition, the study examines mechanisms that might buffer the negative newness–loyalty relationship and explores enablers of the positive meaningfulness–loyalty effect by considering a brand's association with innovativeness and customer integration. Empirical support for the proposed effects comes from a multi‐industry sample with 180 triadic cases from business‐to‐business companies, which includes assessments from marketing, and research and development managers as well as customers. Moderated regression analysis was applied to test the hypotheses. The results indicate a negative effect of product program newness on customer loyalty and a positive effect of product program meaningfulness. Further, a brand's close association with innovativeness reduces the negative effect of product newness, and integrating customers into the value‐creating process fosters the loyalty effect of product meaningfulness. This study offers a potential explanation for the ambiguity created by equivocal empirical results regarding customer responses to innovativeness. The study also shows that offering more innovations does not necessarily make customers loyal. Instead, managers should mitigate the negative effects of product program newness.     

Trust formation in Korean new product alliances: How important are pre-existing social ties?

The focus of this study is on the nature and influence of social connections versus other relational mechanisms on trust formation in an emerging Asian economy. We examine the role of communication quality, perceived fairness, and pre-existing social relationships for the formation of trust in 47 vertical new product development alliances in South Korea. The empirical results indicate a relatively minor importance of pre-existing social ties vis-à-vis communication quality and fairness for the development of trust. Contrary to widespread perceptions, pre-existing social ties do not appear to directly contribute to establishing trust with external alliance partners in Korea. Multiple explanations are offered for this unexpected finding. Instead, existing social relationships moderate the importance of fairness for trust formation. When conducting partnerships with Korean firms, managers should focus more on a quality communication and fair behavior when trust formation is the objective, than on social connections.     

What factors of early-stage innovative projects are likely to drive projects’ success? A longitudinal analysis of Korean entrepreneurial firms

Previous studies have identified the factors affecting successful technology commercialization as outcomes of R&D projects. However, most of them have used cross-sectional data, whereas there is a dearth of literature using longitudinal data analysis. Longitudinal analysis is essential for investigating the characteristics of early-stage innovative projects due to the inherent time lag between project evaluation and commercialization. Therefore, this study examines the early-stage project characteristics that can be used as meaningful evaluation criteria for predicting success, particularly in technology commercialization. We collected data on the ex-ante evaluation results and ex-post commercialization results of R&D projects pursued by entrepreneurial firms. We then conducted a logistic regression analysis and identified three market-related factors as significant in driving technology commercialization success in the early stages of technology development: market potential, commercialization plan, and market condition.     

Competition aspects of pricing access to networks: What are the issues?

The introduction of competition between service providers in industries with some sort of network—such as telecommunications, but also gas and electricity—has created the regulatory problem of access pricing. Where a service provider requires access to a network owned by another firm, how much should that other firm be allowed to charge for access to its network? The problem arises where no agreement is forthcoming through normal market negotiations. The paper discusses the question of access pricing in telecoms, and the issues involved in actually deriving a price fixing mechanism for access to a network.     

An empirical study of manufacturing flexibility of exporting firms in China: How do strategic and organizational contexts matter?

Using evidence from exporting firms in China, this research aims to determine the conditions that foster manufacturing flexibility and the way in which firms support it. The contingency perspective and the competence and capability theory are utilized to develop a framework to enhance the knowledge of internal competence, external flexibility, and manufacturing performance, and the understanding of the moderating roles of strategic and organizational choice on the competence-flexibility and flexibility-performance relationships. Empirical evidence from a sample of 222 export product/market ventures confirmed the main effect that manufacturing, assembly outsourcing, and marketing competencies support a firm's manufacturing flexibility and in turn enhance manufacturing performance. Several notable moderating effects were also identified. Although a strategic emphasis on low-cost manufacturing and long-term contracting weakens a firm's transformation of core competencies into flexible capabilities, specific organizational choices regarding private ownership and direct exporting strengthen the conversion of manufacturing flexibility to superior manufacturing performance.     

Flexible spectrum management for mobile broadband services: How does it vary across advanced and emerging markets?

Demand for wireless data and Internet services are expected to grow exponentially, both in advanced and emerging markets in the near future. While advanced countries have often used centralized planning and coordination methodology to forecast and allocate the associated spectrum blocks to wireless operators for meeting the demand, it is often ad-hoc in emerging markets dictated by market forces. In this paper, Finland and India are taken to represent advanced and emerging markets, respectively. Different policy options and the policy environment in these two countries for spectrum management are explored. A causal model is constructed to represent the different variables that affect spectrum management practices and possible paths forward in these two extreme cases are highlighted. Using the causal model structure, it is hypothesized that (i) the matured markets such as Finland that practice centralized and harmonized spectrum planning are likely to continue their ex-ante policies and opt for the release of digital dividend spectrum and use of spectrally efficient technologies; (ii) the emerging market in India that is characterized by a market oriented ex-poste regulation is a good candidate to introduce secondary markets including flexible opportunistic spectrum access as exemplified by the wide spread adoption of multi-SIM handsets and the practice of national roaming by 3G service providers. Introductions of policies and regulations in these markets to break away from the extant paths are also highlighted.