Conference Presentation

Mapping the Journey to Customer Success!

This report is for Customer Success members only

Get Access to Member Content

As customers go through their journey with your technology and your company, customer success organizations continue to play a more pivotal role to ensure business outcomes and drive supplier goals of retention and expansion. Customer Success owns the burden of ensuring the promise of the technology is realized by your customers. Listen to Phil Nanus, TSIA VP of Customer Success, as he provides guidance based on research trends to help answer these top Customer Success questions: 

  • Why is customer journey mapping important? 
  • How should I structure my customer playbooks to align to the customer journey? 
  • What are the most important metrics I should think about in gauging the effectiveness of the customer's journey?
Phil will also be joined by Saul Gurdus, founder of Method Garage, who will explore five of the most dangerous traps of creating journey maps and will provide tips to avoid these pitfalls.


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

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.