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Conference Presentation

From Software as a Service to Everything as a Service: The Evolution (& Future) of Customer Success (sponsored by Totango)

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More than a decade ago, the SaaS industry leveraged “Customer Success” to proactively reduce churn. Since then, the function has gained traction from hardware to software, subscription to consumption - and even services. Thanks to SaaS, and it’s replacement of the perpetual license, Customer Success made its way to mainstream vocabulary. With the massive growth in Platform-as-a-Service and Infrastructure-as-a-Service models, Customer Success cemented itself as a business critical function. The rise of the cloud and the on-demand economy means that we are truly moving towards Everything-as-a-Service (XaaS). This presentation looks at how Customer Success models need to adapt to serve evolving markets, delivering value aligned with customers' business objectives - and ensuring services and platform decisions map back to those goals - and where we’re headed next. Sponsored by Totango.

Presented By:

Neelu Shaikh

Customer Success Leader, Google Cloud

Publish Date: May 7, 2021

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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