Analysis of Mindset and Behavior in Empahazing Leadership Aspects by Implementation Customer Success Management in Leading Indonesian Heavy Equipment Company

Customer Success Management (CSM) is currently widely used and developed as a customer-focused corporate strategy with the aim of improving the quality of service in handling customer feedback responses, handling customer complaints, building communication with existing customers or potential customers, as well as maintaining customer satisfaction and loyalty. CSM implementation is a new breakthrough made by the company, as an effort to maintain its customers and increase the growth of its business. How the implementation of CSM is carried out properly and felt by customers, then there needs to be a leadership role in running this program. Therefore, it is necessary to conduct effective analysis through changes in mindset & behavior or by emphasizing on the leadership aspect of the successful implementation of a CSM program on each site lead by Site Manager. 360 degree feedback method is one of the qualitative assessment approaches used in this research so that it can help organizations obtain objective information in measuring behavior competencies. The questionnaire used in 360 degree Feedback consists of 48 items grouped into Behavior Competencies consisting of Vission & Business Sense, Customer Focus, Interpersonal Skill, Analysis & Judgment, Planning Driving Action, Leading & Motivating, Teamwork, Drive Courage.