How do CSMs use AI to address challenges and improve the customer journeys in the European market? Exploring the Role of AI in Customer Success Management within the European Market

Flores Alania, Barashiel Ingrid

How do CSMs use AI to address challenges and improve the customer journeys in the European market? Exploring the Role of AI in Customer Success Management within the European Market

dc.contributor.advisor	Rangarajan, Deva
dc.contributor.author	Flores Alania, Barashiel Ingrid
dc.coverage.spatial	Europa
dc.date.accessioned	2025-10-29T20:37:48Z
dc.date.issued	2025
dc.description.abstract	Customer Success Managers (CSMs) are vital in making companies customer-centric by building trust and ensuring value delivery. However, the impact of AI on their role remains unclear. This study explores how CSMs in Europe use AI to address challenges and enhance customer journey. Findings from interviews with twenty CSMs reveal challenges in managing customer expectations, data management, and organizational mindsets. While AI is helpful, its full potential is yet to be realized. The study offers insights for organizations adopting customer success practices and integrating AI.
dc.format	application/pdf
dc.identifier.uri	https://hdl.handle.net/20.500.12640/4693
dc.language	Español
dc.language.iso	eng
dc.publisher	Universidad ESAN
dc.publisher.country	PE
dc.rights	Attribution-ShareAlike 4.0 International	en
dc.rights	https://purl.org/coar/access_right/c_abf2
dc.rights.uri	http://creativecommons.org/licenses/by-sa/4.0/
dc.subject	Gestión de éxito del cliente
dc.subject	Experiencia del cliente
dc.subject	Satisfacción del cliente
dc.subject	Inteligencia artificial
dc.subject.ocde	https://purl.org/pe-repo/ocde/ford#5.02.04
dc.title	How do CSMs use AI to address challenges and improve the customer journeys in the European market? Exploring the Role of AI in Customer Success Management within the European Market
dc.type	https://purl.org/coar/resource_type/c_bdcc
dc.type.other	Tesis de Maestría
local.acceso.esan	Acceso abierto
renati.advisor.pasaporte	ES296812
renati.author.dni	47254276
renati.discipline	413005937
renati.juror	Cueto Carlos, Diego Saco
renati.level	https://purl.org/pe-repo/renati/level#maestro
renati.type	https://purl.org/pe-repo/renati/type#tesis
thesis.degree.discipline	Administración
thesis.degree.grantor	Universidad ESAN. Escuela de Administración de Negocios para Graduados
thesis.degree.name	Maestro en Administración