Partner with TSIA
Diversity, Equity, and Inclusion
TSIA Giving Program
Customer Growth and Renewal
Service Offer Management
XaaS Channel Optimization
XaaS Product Management
XaaS Speaking Engagements
Become a Member
COVID-19 Resource Center
If you believe you are seeing this message in error,
please let us know.
Ask about TSIA membership to access.
Already a TSIA Member? Sign In.
When SaaS burst onto the scene in the early 2000s, it turned B2B customer support on its head by introducing the concept of "customer success" and highlighting the importance of winning over the end user. Walt Weisner, RingCentral's Senior Vice President of Global Customer Care, shares insights from his 13 years working in a fast-changing customer care landscape, including advice for how companies can deliver customer experience to insure success with SaaS customers, such as: Partnering early and closely with customer IT departments, who act as gatekeepers to successful deployment and adoption of new services. Treating the first 90 days after deployment as the success deadline. Tying customer experience to company-wide compensation and recognition. Continually pushing the envelope in terms of standards for what customer success means; to deliver the very best service, every goal should be a stretch goal.
VP, Customer Success, RingCentral
Publish Date: May 3, 2017
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
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.