Phil Nanus is the vice president of customer success research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver customer outcomes.
Prior to joining TSIA, Phil was the vice president of customer success at Infor. There, he led a team of Customer Success Managers (CSMs) focused on driving customer adoption of their software, which also included strategy and development of Infor's early SaaS offerings during their transition from on-premise to cloud. He also managed and monetized their on-premise and cloud customer success portfolio.
Phil began his career as a business process consultant at Accenture, and has since held various positions related to enterprise software and IT services, including global leadership and roles in customer success, support, professional services, managed services, and cloud services. His experience also includes senior leadership positions in service sales, service product management, and service operations at Symantec and Veritas. Phil's experience across various disciplines within the technology industry provides him with a unique ability to apply his in-depth knowledge of customer success strategy, processes, and best practices as it directly relates to each of TSIA's areas of research.
Phil is a regular contributor to the Inside Technology Services blog on the topics of customer success, customer health scores, customer success managers (CSM), and TSIA's LAER model.
The State of Customer Success 2018
Join us to learn key trends that will influence customer success organizations this year.
The State of Customer Success: 2018
This report features what’s trending in customer success this year and serves as a guide on how to achieve success in 2018 and beyond.
Customer Readiness Assessment
Customer onboarding is a crucial component of customer engagement. This assessment will help determine if your customer is ready to be onboarded.
Scaling Customer Success for SaaS Companies
For cloud companies, customer success holds the key to retaining customers and expanding revenues. Download the white paper.
Optimizing Your Services Organization for Customer Success
Download the checklist for optimizing your services organization for customer success including a framework for customer churn and retention
Aligning Customer Success Playbooks to the Customer Journey
Join us to learn a framework customer success organizations can use to structure their customer playbooks to align with the customer journey.
Trends for Measuring Voice of the Customer Metrics
Learn the basics of VOC metrics for Customer Success organizations, including Net Promoter Score (NPS), CSAT, and Customer Effort Score (CES).
The Building Blocks of Customer Success
Learn the basics of customer success, how to apply it to your current organization, and ensure recurring revenue and profits for years to come.
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Customer Success Organizational Structures
This paper examines customer success organization structures and some of the common roles we are beginning to see in customer success functions.
Pointing Due North: Customer Success Compensation Trends
Get highlights and high-level findings from TSIA’s 2017 Customer Success Compensation Study.
2017 Customer Success Compensation Study Results
This document reviews key findings from the study from the 2017 TSIA Customer Success Compensation Study, including base and variable pay.
The State of Customer Success 2017
Find out what’s trending in customer success and learn key focus areas for 2017.
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