This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Conference Presentation

Rethinking Customer Success: The Needs-Driven Success Model (NDS)

This report is for Customer Success members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

Customer Success programming has long been a core tenant of successful Software as a Service (SaaS) companies. The goal of most customer success programs is to provide a white-glove experience for customers, leading to satisfied customers and therefore, faster growth and lower attrition rates. At, we are overcoming the challenges to this with our revolutionary Needs-Driven Success (NDS) model. In this model, customers are served based on their needs versus a pre-determined segmentation. We have introduced standardized engagements based on criteria such as attrition risk, project complexity, and customer lifecycle. We deploy the right resource, at the right time during the customer journey. This program has allowed us to increase our active coverage of customers by more than 4x, while increasing costs by less than 20%. The model continues to evolve at this inverse ratio, leading to ever-increasing scale at a more attractive cost to serve.

Tracks: Customer Success, Interactive Breakout

Presented By:

Publish Date: December 10, 2020

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.