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Conference Presentation

The Key Capabilities of Customer Success Conference Presentation

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Customer success has become a hot term in our industry. The new generation of "technology as a service" companies do not have customer support functions--they have customer success functions.

What is the difference? The industry is fairly well aligned on the answer:

  • Customer support is about availability (fixing broken systems).
  • Customer success is about adoption and retention.

TSIA believes that customer success is really not an organization, but a broad set of capabilities that will be found in multiple organizations.

In this session, TSIA will explore the following concepts:

  • What capabilities are truly unique to the customer success function?
  • What capabilities that support customer success already exist in a typical technology company?
  • How does a company migrate from "support" to "support and success?"


Presented By:

Judith Platz

Vice President of Research for Support and Success, TSIA

Publish Date: October 20, 2014

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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