Focus Area: Customer Success

Technology companies today are focusing on "customer success," and making the transition to helping customers achieve desired business outcomes with their products and services.

TSIA works with hundreds of technology companies to gain unique insights that have allowed us to develop the models, tools, and frameworks for how to:

  • Build a thriving success business.
  • Fund an effective customer success organization.
  • Adjust to the new realities of a cloud-based business model.
  • Innovate the development of new success motions that drive customer outcomes and success.
  • Recruit and develop success talent.
  • Develop a compensation model for customer success representatives.
  • Audit and build dashboards for consumption analytic data streams.
  • Align customer success organizational models.
  • Measure key customer success metrics.

Top Service Business Challenges

TSIA conducts extensive research so you don’t have to. Our detailed analysis of the industry has identified a top set of customer success and support business issues that we address through our research programs. Topics include key performance indicators, managing multiple support channels, organization structures, delivery models, and much more. View the CS Top Business Challenges ▶

Phil Nanus

CS Research Leadership

An elite group of professionals representing the industry’s top support services organizations advise TSIA executive management on how best to deliver relevant programs, research, and events to its members. Phil Nanus is the vice president of research for customer success at TSIA. Who is TSIA? Download our CV

Customer Success Resource Center  Access ebooks, reports, white papers, and more!
Free Research Report  2016 Technology Spending Report: Customer Success  Find out which investments in customer success technology are primary avenues  to meet and exceed customer expectations for service levels.     Download Report

TSIA Membership

A membership in TSIA offers the opportunity to learn from our experts as well as your peers in the technology services industry. Join our community of more than 30,000 individual service executives. What are you waiting for?