Dr. Katharina Prohl-Schwenke

Dr. Katharina Prohl-Schwenke is one of the co-authors of the book "Customer Success Management: Helping Business Customers Achieve Their Goals" and one of the co-founders of the Customer Success Academy. She worked in a Software-as-a-Service company before her doctoral studies at Freie Universität Berlin, where she first heard about Customer Success Management (CSM) and immediately became interested in it. This sparked the idea of examining CSM in a scientific way as part of her doctoral research. In her studies, she systematically and progressively examined how providers in B2B markets currently implement CSM and how customers evaluate the CSM activities of their providers. She also analyzed the actual impact of CSM on customers' repurchasing behavior and how it leads to the desired outcome for providers, namely a low churn rate.