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.
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.
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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.
Trends in Customer Success Compensation
Get findings from TSIA’s 2019 Customer Success Compensation Study, including key roles companies are hiring and how incentive structures are set up.
TSIA Customer Success Benchmarking
This report explains the critical role the TSIA Customer Success Benchmark process can play in driving organizational transformation.
The State of Customer Success 2019
Learn what’s trending in customer success, investments you should make to help scale your team, and critical capabilities that will impact metrics.
The State of Customer Success: 2019
2018 Best Practices in Low Touch Customer Success - Results for Non-Participants
This document reviews key findings from the study from the 2018 TSIA Best Practices in Low Touch Customer Success Study.
How Low Can You Go? Insights from TSIA's Low Touch Customer Success Study
Review some of the high-level findings from TSIA’s “2018 Best Practices in Low Touch Customer Success” study to help scale your organization.
How to Increase CSM Productivity and Improve Customer Engagement
Examine technologies and process changes that CS teams can leverage to scale their organization.
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.
TSW offers 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.
Customer Engagement Leader
VP, Customer Success Management
Global Head, Customer Success
Sr. Director, Global Customer Service & Support
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.