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Customer Success reached a tipping point in 2018. We see the existence of this organization and its set of capabilities in approximately 70% of companies. There is clear guidance to scale this important function. This past Spring, TSIA introduced a new framework to help you think about the future of your customer engagement models. The Dynamic Engagement model allows free flow of resources and assets throughout the lifecycle of the customer’s relationship with your technology and services. The guiding principle is to offer the right resource at the right point in the customer’s journey to deliver the best experience, in the most cost-effective way. Join Phil Nanus, TSIA VP of Customer Success, as he provides guidance on this new framework. Phil will also have two special guests. Srivatsan Vaiyakarnam, SVP of Customer Success, and Ashok Gunasekaran, VP of Customer Support and Success at Informatica, will show how they are taking steps towards achieving this new engagement model and scaling their customer success organization.
VP, Customer Success Research, TSIA
VP, Customer Support & Technologies, Informatica
SVP, Customer Success, Informatica
Publish Date: October 22, 2019
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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