Customer Success

Customer Success Business Challenges

We know what’s trending in customer success.

TSIA's detailed analysis of the industry has identified a top set of customer success business challenges that we address through our membership program.

Expand to view the top customer success business challenges +

Experience Our Research

Get a glimpse into our vault of board-ready data insight and
thought leadership in customer success.

Research Report

Delivering Customer Success via Partners - Results for Non-Participants Research Report

This document reviews key findings from the study from the 2017 TSIA Customer Success delivered via Partners Study.


The Mid-Market Matters: Why Companies Must Rethink Customer Segmentation Webinar

Learn why rethinking your customer segmentation strategy will equip you to grow closer to all of your customers and lead to higher ROI.


Working with Partners to Deliver Customer Success Webinar

Join us to learn findings from TSIA’s survey on delivering customer success via partners and find out which practices and metrics are critical.


The Key to Profitable Customer Experiences: The Right CSM Webinar

This webinar will reveal key insights on the critical components for a successful Customer Success strategy.


The State of Customer Success 2018 Webinar

Join us to learn key trends that will influence customer success organizations this year.

Research Report

The State of Customer Success: 2018 Research Report

This report features what’s trending in customer success this year and serves as a guide on how to achieve success in 2018 and beyond.

Research Report

Customer Readiness Assessment Research Report

Customer onboarding is a crucial component of customer engagement. This assessment will help determine if your customer is ready to be onboarded.

Research Report

Scaling Customer Success for SaaS Companies Research Report

For cloud companies, customer success holds the key to retaining customers and expanding revenues. Download the white paper.

Research Report

Optimizing Your Services Organization for Customer Success Research Report

Download the checklist for optimizing your services organization for customer success including a framework for customer churn and retention


Aligning Customer Success Playbooks to the Customer Journey Webinar

Join us to learn a framework customer success organizations can use to structure their customer playbooks to align with the customer journey.


Trends for Measuring Voice of the Customer Metrics Webinar

Learn the basics of VOC metrics for Customer Success organizations, including Net Promoter Score (NPS), CSAT, and Customer Effort Score (CES).

Research Report

The Building Blocks of Customer Success Research Report

Learn the basics of customer success, how to apply it to your current organization, and ensure recurring revenue and profits for years to come.


TSIA's Customer Success Power Index

Take your customer success benchmark to the next level.

TSIA has developed the Customer Success Power Index (CSPI), a measurement that puts a hard number on the economic impact, metrics, and practices of your Customer Success organization. When you benchmark your Customer Success organization with TSIA, you'll also get your CSPI score.

customer success benchmark

Meet Our Customer Success Research Expert

Phil Nanus is TSIA’s vice president of customer success research. He works closely with member companies to deliver research and advisory programs focused on helping them optimize their Customer Success organizations and effectively deliver customer outcomes.

Learn more about Phil.


Experience Our Community

Join our community of customer success leaders.

TSIA Advisory Board

This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.

Alfresco Software

Dan Malavich
Global Director, Customer Relations

GE Digital

Dave Kocher
Customer Engagement Leader


Mary-Beth Donovan
VP, Customer Success Management

Red Hat

Megs Suratkal
Global Head, Customer Success

TSIA Member Outcomes

Improving customer success performance.

See the impact TSIA is making on the tech industry by helping Customer Success organizations improve their performance.