Conference Presentation

Scaling Customer Success Activities for the Mid-Market

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Many enterprise companies focus their customer success efforts on their top customer segment. It is often a fact, however, that the customer retention and adoption rates are much lower in the Tier 2 accounts. The reason? While there are many parties (PS, education, customer success, etc.) involved in Tier 1 care, Tier 2 tends to be much less touched by a vendor organization post-sale. This presentation will share customer care process innovation, specifically designed to address this issue.

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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