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Ep 13: The Academic Approach to Customer Success
There is little doubt that Customer Success as a philosophy and a practice has acceptance in the world of business. Benefits across the SaaS industry (and now in many other industries) are being seen worldwide. But has it made its ways into the hallowed halls of academia?
According to Brian Hochstein, Ph.D., Assistant Professor of Marketing at the University of Alabama, more and more academics are studying this “new” field with great interest, especially as there is a search for standardization in training and certification. Now, there is a shift into studying the impacts, benefits, and long-term effects of CS.
In this Game Changer podcast, Adam Joseph, Gainsight’s Director of Customer Success-EMEA, discusses with Brian what it was like to teach the first Customer Success Master’s studies class, what approaches to the field are academics focusing on, and how does standardization apply to a concept still evolving, especially internationally. Is there an agreement and acceptance among academics in the search for the true customer success mindset? Listen in to hear how it all affects the future of the practice of CS.
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