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In a recent poll that was launched as part of TSIA’s Rapid Research Response Initiative, we asked if organizations were monetizing customer success. We also asked, of those that were monetizing customer success, which strategies they were using to ensure the right services were being sold to their customers during this critical time.
TSIA believes that if you are not monetizing your customer success capabilities, you’re missing out. Introducing a new revenue opportunity for your company probably sounds counterintuitive given the current state of the economy, but our data shows that companies that monetize customer success have seen a number of benefits.
The interactive data visualization below shows some of the results from TSIA’s “Monetized Customer Success” Rapid Research Response poll and provides the case for monetizing customer success now.
Click here to participate in open Rapid Research Response polls or view the results from closed polls.
We understand that our member companies, the technology industry, and the world at large have been impacted by COVID-19. Now, more than ever, we need to work together to get through these challenging times. TSIA is committed to providing visibility as quickly as possible into the changing industry trends and practices that come as a result of COVID-19. Visit our Rapid Research Response Initiative resource page for more information.
If you have any questions related to how COVID-19 is impacting your organization, we’re here to help.
Post Date: June 24, 2020
Phil Nanus, is the former vice president of customer success research for TSIA. In this role, he worked closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver customer outcomes. Throughout his career, Phil has held various positions related to enterprise software and IT services, including global leadership roles in customer success, support, professional services, managed services, and cloud services. Prior to TSIA, he was the vice president of customer success at Infor, where he led a team of Customer Success Managers (CSMs) focused on driving customer adoption of their technology.
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The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.