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COVID-19 Resource Center
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When it comes to customer success trends and best practices, TSIA has its finger on the pulse. Our industry experts work directly with Customer Success
teams to help them benchmark their organizations so they can effectively optimize, scale, and grow.
What are recommendations related to establishing customer success capabilities and organizations?
What processes and tools do we use to monitor, track, and improve customer experience?
What are the key metrics that a customer success organization should monitor?
What models do companies use to determine the funding of their Customer Success organization?
How are Customer Success Organizations staffing their teams for optimum success?
How do I monitor customer usage and create effective usage scorecards?
How are service organizations determining where to apply specific service resources like TAMs and Customer Success Managers?
What are the responsibilities of the Customer Success organization regarding adoption, expansion and retention?
How do you enable and extend your Customer Success programs for Channel Partners?
What technology is available to support Customer Success Management teams?
What compensation models make sense for Customer Success Managers and other functions within Customer Success?
How should we use Customer Success managers as a way to streamline sales costs with a focus on effective adoption, renewals, and expansion?
Whether your company is still trying to answer the question, “What is customer success?” or you’re part of a mature Customer Success organization, TSIA can help you, your team, and your partners drive profitable growth.
TSIA’s Customer Success research is backed by over one million data points, and covers topics like scaling customer success, monetizing customer success, key customer success metrics and KPIs, staffing a customer success organization, adoption and health monitoring, and more.
Two Worlds Colliding Bringing Together Customer Success and Renewal Teams
Join us for a discussion on how to ensure cost-effective adoption, retention, and expansion and set expectations for CSMs and Renewals Specialists.
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Best Practices in Customer Onboarding
This paper lays out the three fundamentals of customer onboarding and explores differentiated practices that lead to accelerated results.
Best Practices for Customer Success Onboarding
Get insight into common practices and processes for customer onboarding based on findings from TSIA’s 2020 Customer Success Onboarding survey.
The Next Level of Scaling Customer Success
Join us for this virtual summit to get ideas on how to innovate and effectively scale your Customer Success organization to make it more efficient.
Slides | Everything Will Change: How COVID-19 Becomes the Accelerator for Custom
Get specific guidance and recommendations for customer success leaders during these challenging times.
Everything Will Change How COVID19 Becomes the Accelerator for Customer Success
Join Phil as he provides guidance and recommendations to customer success leaders during these challenging times.
How Customer Success Can Make a Lasting Impact During the COVID-19 Crisis
Short-term guidance and long-term opportunities for CS organizations that can make a lasting impact on both their customers and their company.
The State of Customer Success 2020
Find out what’s trending in customer success, what investments you should be making, and critical capabilities impacting the metrics that matter.
The State of Customer Success: 2020
A look at the state of customer success organizations, including the top issues facing CS executives and guidance on the top business challenges.
Customer Success Funding Model
Funding Models for Customer Success Organizations
Constructing the Next-Gen Support Agent: Why AI Is Required
Learn how to take your support agent teams to the next level with AI.
Accelerating the Customer Success and Product Management Handshake
Learn best practices that need to be put in place between customer success and product management to enable adoption.
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.
TSIA conferences offer extensive insight and actionable takeaways for those in the customer success community. You’ll find sessions focused on:
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.
This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.
VP, Global Customer Success
VP, Global Customer Success
Sr. Director, Global Customer Service & Support
Amy Regan Morehouse
SVP, Trailhead GTM
See the impact TSIA is making on the tech industry by helping Customer Success organizations improve their performance.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.