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?
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
A look at the state of customer success organizations, including the top issues facing CS executives and guidance on the top business challenges.
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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.
Building Customer Success at Scale
Join us as we bring together experts from across the industry to provide best practice guidance for scaling your customer success function.
3 Tips to Lower Sales Costs Using Your Customer Success Org
Join us to get three tips to lower your total sales and marketing costs using your customer success organization.
Creating LAER Efficiency with Customer Success
Download this customer success white paper to learn the TSIA framework to become a LAER Efficient and help your customers achieve business outcomes.
Delivering Customer Success via Partners - Results for Non-Participants
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
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
Join us to learn findings from TSIA’s survey on delivering customer success via partners and find out which practices and metrics are critical.
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.
Dave Kocher Customer Engagement Leader
Mary-Beth Donovan VP, Customer Success Management
Michael Rieder Chief Customer Experience Officer
Max Long SVP, Adobe Customer Solutions
See the impact TSIA is making on the tech industry by helping Customer Success organizations improve their performance.