Conference Presentation

Customer Support or Customer Success

This report is for Support Services members only

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In this breakout, Executive Director Thomas Lah will discuss the emergence of the Customer Success function. In this interactive session, Thomas will discuss the following topics:
  • The industry pivot from Support to Success
  • The pressures on the XaaS 1.0 business model that are accelerating investment in Customer Success
  • How do the service portfolios of Support, Customer Success, and Managed Services interrelate?
  • What are the critical capabilities of Customer Success?
  • What KPIs are companies using to measure Customer Success?
Audience members will have a chance to weigh in on the discussion. If you are in a Customer Success organization, your company is establishing a Customer Success organization, or you are in a Support Services organization and now have a new peer called Customer Success, this is a must attend breakout.


TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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