TSIA's detailed analysis of the industry has identified a top set of customer success business challenges that we address through our membership program.
How are service organizations determining where to apply specific service resources like TAMs and Customer Success Managers?
How do I monitor customer usage and create effective usage scorecards?
What are recommendations related to establishing customer success capabilities and organizations?
What are the responsibilities of the Customer Success organization regarding adoption, expansion and retention?
What compensation models make sense for Customer Success Managers and other functions within Customer Success?
How do you enable and extend your Customer Success programs for Channel Partners?
What technology is available to support Customer Success Management teams?
How should we use Customer Success managers as a way to streamline sales costs with a focus on effective adoption, renewals, and expansion?
What models do companies use to determine the funding of their Customer Success organization?
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?
How do I create for fee customer success offerings that customers need and are willing to pay for?
How are Customer Success Organizations staffing their teams for optimum success?
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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.
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.
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.
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.
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).
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 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.
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.
Dan Malavich Global Director, Customer Relations
Dave Kocher Customer Engagement Leader
Mary-Beth Donovan VP, Customer Success Management
Megs Suratkal Global Head, Customer Success
See the impact TSIA is making on the tech industry by helping Customer Success organizations improve their performance.