Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles

2021 ◽  
pp. 109467052199756
Author(s):  
Bryan Hochstein ◽  
Nawar N. Chaker ◽  
Deva Rangarajan ◽  
Duane Nagel ◽  
Nathaniel N. Hartmann
Keyword(s):  
Value Creation ◽  
Functional Role ◽  
Service Firms ◽  
Study Analysis ◽  
Case Study Analysis ◽  
Multilevel Perspective ◽  
Business To Business ◽  
Depth Interviews

An increasing number of business-to-business (B2B) service firms have transitioned to recurring revenue-based solutions. These subscription B2B solutions are becoming increasingly common, yet offer challenges for long-term renewal if value is not consistently realized by the customer. To address this concern, customer success (CS) management has emerged. CS management is based on regular proactive action taken by the seller to (a) educate, prepare, and engage customers for value co-creation; (b) demonstrate the value delivered by the solution; and (c) provide a channel for advocacy on behalf of customers within the service-providing firm. Our findings highlight the under-researched topic of CS in B2B settings. Specifically, we propose the CS function and role as a structural alternative to within-person (i.e., cross-functional) ambidexterity and emphasize the ability of a CS focus by service firms to complement existing firm operations in value creation efforts. Our case study analysis provides a multilevel perspective (i.e., executive, functional role employees, and customers) via in-depth interviews that offer unique insights on “how parts of the service-sales system work together.” Overall, CS is growing as a practice that propagates value to the customer via ongoing success with solutions while improving service-firm renewal and growth of subscription business.

Iran: Adversaries and Nuclear Reversal

2020 ◽  
pp. 152-179
Author(s):  
Rupal N. Mehta
Keyword(s):  
The United States ◽  
International Community ◽  
Window Of Opportunity ◽  
Study Analysis ◽  
Nuclear Program ◽  
Case Study Analysis ◽  
Comprehensive Plan

This chapter presents an in-depth case study analysis of the Iranian nuclear program from its inception to the country’s ultimate decision to renounce its nuclear ambitions in 2015. The chapter begins by examining the trajectory of the Iranian nuclear program and some of the initial attempts by the international community to persuade Iran to end it. Using archival and interview-based data, this analysis demonstrates the powerful role of inducements offered by the United States and other members of the international community, in conjunction with the election of President Rouhani, that provided a window of opportunity that ultimately led to the Joint Comprehensive Plan of Action (JCPOA). The chapter concludes with an update about the long-term viability of the Iran deal.

Developmental Evaluator Functional Role Activities and Programmatic Developments: A Case Study Analysis

2018 ◽  
Vol 40 (1) ◽  
pp. 35-54 ◽  
Author(s):  
Cheryl K. Baldwin ◽  
Rachel Lander
Keyword(s):  
Functional Role ◽  
Community Partnership ◽  
Program Model ◽  
Study Analysis ◽  
School Program ◽  
Evaluation Theory ◽  
Case Study Analysis ◽  
Collaborative Program ◽  
Field Notes

This case study examined the functional role activities of developmental evaluators in a school and community partnership employing a collaborative program model to improve an urban underperforming public school. Program implementers’ assessments of program developments and their experience with developmental evaluators were also examined. Data sources included program documents, evaluator field notes, and two rounds of interviews with program implementers. Findings indicate that evaluators responded to emergent needs with intervention activities, which involved diagnosing program conditions and focusing on two evaluative targets, the program in context and implementers’ evolving understanding of cross-agency collaboration. Evaluators' influence was greatest in relation to their direct facilitation of the project team and neutrality was a valued evaluator quality. Further research exploring evaluator direct and indirect influence on implementer learning is needed to advance developmental evaluation theory and the concept of program developments.

scholarly journals Power asymmetry and value creation in B2C relationship networks

2021 ◽  
Vol 57 (2) ◽  
pp. 161-176
Author(s):  
Marcin Wieczerzycki
Keyword(s):  
Value Creation ◽  
Power Distribution ◽  
Network Approach ◽  
Study Analysis ◽  
Crowd Sourcing ◽  
Case Study Analysis ◽  
Relationship Networks ◽  
Business To Consumer ◽  
A Company

Abstract The purpose of this paper is to explore the problem of power distribution within networks of relationships between companies and consumers (business-to-consumer (B2C) networks) and to examine the ways in which value is created and captured in such structures. To this end, we applied the network approach to multiple theoretical constructs describing collective consumer phenomena, carried over from the field of sociology to management science. Based on the literature and case study analysis, we managed to define a typology of B2C networks consisting of three types: (1) publics – centered around and dominated by a company, with no relationships between consumers themselves, creating value through crowd-sourcing; (2) communities – also centered around a company, but independent to a degree and more focused on consumer-to-consumer (C2C) relationships, creating value through consumer-managed projects; and (3) tribes – where companies serve only as peripheral actors, and their products – as potential symbols of affiliation, with value being created through creation and reinterpretation of the said products’ meanings (sign value).

scholarly journals Together We Can Make It Work! Toward a Design Framework for Inclusive and Participatory City-Making of Playable Cities

2020 ◽  
Vol 2 ◽  
Author(s):  
Geertje Slingerland ◽  
Stephan Lukosch ◽  
Mariëlle den Hengst ◽  
Caroline Nevejan ◽  
Frances Brazier
Keyword(s):  
Local Community ◽  
Design Space ◽  
Local Communities ◽  
Extensive Literature ◽  
Design Framework ◽  
Study Analysis ◽  
Case Study Analysis ◽  
The Hague

Making it work together can be challenging when various stakeholders are involved. Given the context of neighborhoods and cities specifically, stakeholders values and interests are not always aligned. In these settings, to construct long-term and sustaining participatory city-making projects, to make it work together, is demanding. To address this challenge, this paper proposes a design framework for inclusive and participatory city-making. This framework is inspired by the playable city perspective in that it endorses an open, exploratory, and interactive mindset of city actors. An extensive literature review on approaches taken for playful and participatory interventions in local communities provides the foundations for the framework. The review brings forward four pillars on which the framework is grounded and four activities for exploration of the design space for participatory city-making. A case study from The Hague (NL) is used to demonstrate how the framework can be applied to design and analyze processes in which city stakeholders together make it work. The case study analysis complements the framework with various research methods to support researchers, urban planners, and designers to engage with all city stakeholders to create playful and participatory interventions, which are inclusive and meaningful for the local community. The research contributions of this paper are the proposed framework and informed suggestions on how this framework in practice assists city stakeholders to together make it work.

The process of change in accelerated experiential dynamic psychotherapy (AEDP): A case study analysis.

2018 ◽  
Vol 28 (2) ◽  
pp. 213-232
Author(s):  
Rayna D. Markin ◽  
Kevin S. McCarthy ◽  
Amy Fuhrmann ◽  
Danny Yeung ◽  
Kari A. Gleiser
Keyword(s):  
Study Analysis ◽  
Dynamic Psychotherapy ◽  
Process Of Change ◽  
Case Study Analysis
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