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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.
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
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.