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Customer Success


Customer Success Business Challenges

We know what’s trending in customer success.

TSIA's detailed analysis of the industry has identified a top set of customer success business challenges that we address through our membership program.

Expand to view the top customer success business challenges +
 

Experience Our Research

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

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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.

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Research Report

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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Research Report

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.

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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.

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How to Increase CSM Productivity and Improve Customer Engagement

Examine technologies and process changes that CS teams can leverage to scale their organization.

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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.

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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.

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Research Report

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.

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Research Report

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.

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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.

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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.

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The Key to Profitable Customer Experiences: The Right CSM

This webinar will reveal key insights on the critical components for a successful Customer Success strategy.

 

TSIA's Customer Success Power Index

Take your customer success benchmark to the next level.

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.

customer success benchmark
 
 

Attend a TSW Conference

TSW offers 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
 
Phil Nanus speaking at TSW
 
 

Experience Our Community

Join our community of customer success leaders.
 
 
 

Meet Our Customer Success Research Expert

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.

 

Customer Success Advisory Board

This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.

GE Digital

Dave Kocher
Customer Engagement Leader

PTC

Mary-Beth Donovan
VP, Customer Success Management

CA Technologies

Kevin O'Came
VP, Customer Success

Red Hat

Megs Suratkal
Global Head, Customer Success

 

TSIA Member Outcomes

Improving customer success performance.

See the impact TSIA is making on the tech industry by helping Customer Success organizations improve their performance.