Customer Success

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Get Customer Success Research and Advisory with TSIA

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.

Top Customer Success Challenges

Here’s a look at the top business challenges we’re currently helping our Customer Success members across the globe solve:

Best practices for creating Customer Success capabilities and organizations

Improving the customer experience

Identifying key performance indicators (KPIs) and key metrics Customer Success organizations should be monitoring

Funding a Customer Success organization

Expand to see more business challenges we can help you solve+

TSIA Can Help

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.

Experience Our Research

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

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.

White Papers

Driving Customer Success at Scale

Customer success holds the key to retaining customers and expanding revenues. Download TSIA's seven-step framework today.

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Research Report

Compare and Contrast: Account Plans to Customer Success Plans

This paper looks at differences between Sales Account Plans and Customer Success Plans.

The State of Customer Success 2021

Get insight into the latest customer success research and trends and find out which investments you should be making to help scale your teams.

Research Report

Customer Success Maturity Model

Five questions posed by companies trying to understand customer success, its impact toward legacy revenue models, and new XaaS subscriptions.

Research Report

The State of Customer Success: 2021

A look at the state of customer success organizations, including the top issues facing CS executives and guidance on the top business challenges.

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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Research Report

Customer Success versus Customer Experience

Key differences in how CS and CX organizations operate so companies can ensure they are properly aligned, and customers understand what to expect.

Research Report

The Building Blocks of Customer Success

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

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Research Report

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.

Research Report

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.

Attend a TSIA Conference

TSIA conferences offer extensive insight and actionable takeaways for those in the customer success community.

You’ll find sessions focused on:

Operationalizing the customer journey
Enabling digital customer success
Accelerating customer success at scale

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Experience Our Community

Join our community of customer success leaders.

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Meet Our Customer Success Research Executive

This expert research executive heads up our customer success research practice.

Stephen Fulkerson Sr. Director, Customer Success Research

Learn more about Stephen