Customer Success

Delight your customers to drive real business results

Create and implement a data-driven Customer Success strategy with the world’s largest library of Customer Success data, best practices, and more.
Read our latest report

A sample of the TSIA Customer Success community

How can your TSIA Customer Success subscription help you today?

35%

Only 35% of Customer Success organizations have built an adoption framework.

57%

57% of Customer Success organizations have already operationalized the customer journey.

51%

51% of the tech industry monetizes Customer Success—want to learn the secrets to their success?

26%

Organizations see a 26% improvement in ARR when product management and Customer Success are closely aligned.

Customer Success Strategy

Design and build a customer success organization that aligns with your company's primary responsibilities.

Revenue Opportunity Management

Design and align your team to drive additional opportunities at any stage in the customer journey.

Customer Success Delivery

Create a customer journey with the customer in mind.  Build an end-to-end engagement model for scale.

Success Operations and Analytics

TSIA has collected the best-in-class frameworks, key metrics, and dashboards for greater engagement and efficiency.

Customer Experience

Creating a company ethos that puts the customer first. Developing the right teams and programs to drive customer success.

Adopt Monetized Customer Success

Building customer offers that drive greater adoption while funding a self-sustaining business.
Explore deeper insights

Critical insights to transform your Customer Success organization

Navigating tough economic times

Where to cut back

LAER Efficiency
  • Learn frameworks and best practices for efficient customer engagement throughout the entire lifecycle journey.
Digital Engagement
  • Leverage digital capabilities for greater efficiencies before reducing human resources, while enhancing key CSM activities.
Data-Driven Compensation
  • Use validated industry compensation data to avoid over-funding Customer Success roles in your organization.

Where to find revenue

Charter for Expansion
  • Understand how Customer Success teams responsible for expansion drive substantially higher growth.
Monetization Strategies
  • Align offers with customer needs to generate additional revenue for Customer Success.
Gain Back Lost Revenue via Proper Alignment
  • Spot and fix organizational misalignment to prevent revenue loss and transform losses into gains.

Staying ahead of the AI revolution

Automated Customer Onboarding

Deploy chatbots/virtual assistants for setup, account configuration, and initial usage, reducing human intervention.

Automated Surveys and Feedback Analysis

Use AI to send automated surveys, gaining customer insights and identifying improvement areas with natural language processing (NLP).

Intelligent Customer Segmentation

Customize communications based on behavior, preferences, and usage patterns, optimizing the efficiency of CS efforts.

Check out TSIA’s latest and greatest insights

Proprietary data.
Real results.

From inquiry and expert guidance to data services, workshops, virtual advisory sessions, and interactive strategy reviews, we help you more efficiently align people, processes, and technology to your financial results.

Inquiry & expert guidance

Make informed decisions, identify gaps, and mitigate risk with the knowledge of our Research Experts.

Interactive strategy reviews

We’ll review and validate your strategies against proven data to help make sure your organization is on the right track.

Workshops

Collaborate with our Researchers to accelerate your organizational capabilities, optimize performance, and transform your business model.

Virtual advisory sessions

Let our team customize a hyper-targeted plan for your organization, designed to tackle the challenges you’re facing right now.

Data services

Targeted quick polls and surveys showcase the latest industry trends so you can always see how your business compares.

The TSIA advantage

Efficiently tie people, process, and technology to your financial results with industry-validated best practices and guidance.
Understand what “good” looks like
Track the metrics that matter
Stay current on up-to-the-minute industry trends
See where the industry is headed
Tackle unique business challenges

Meet your research team

With over a century of collective experience, our research experts are here to make sure your business gets the most out of your Customer Success membership.
Stephen Fulkerson
VP, Customer Success Research
Marc Troyan
Sr. Director, Customer Success Research
Darlene Kelly
Sr. Manager, Customer Success Research
Steve Frost
VP & Managing Director, Revenue Research and Advisory
Thomas Lah
Executive Director and Executive VP
George Humphrey
Distinguished VP & Managing Director, Offering and Delivery Research and Advisory
Darlene Kelly
Sr. Manager, Customer Success Research
George Humphrey
Distinguished VP & Managing Director, Offering and Delivery Research
Marc Troyan
Sr. Director, Customer Success Research
Stephen Fulkerson
VP, Customer Success Research
Thomas Lah
Executive Director and Executive VP

Supported by expert analytics and insights teams

Our data and research analysts and industry insights teams are here to make sure your researchers have everything they need to help your business thrive.

Data Analysts

Skilled in automation, visualization, and data engineering, our data analysts scale and maintain TSIA’s data engines.

Research Analysts

Using rigorous statistical analysis, our research analysts identify and define the critical insights that fuel our research.

Data Journalists

Through data-driven storytelling and targeted interviews with member companies, our data journalists interpret and present our research analysts' findings.
“The Customer Success Benchmark has comparable, actional, and clear results tailored to our company’s current state and where we want to get to. TSIA’s Customer Success research practice has a lot of great insights for us to put to use right now!”
Jeff Todd
Director
“The TSIA Benchmarking process was such a valuable tool for us to continue to shape our customer success team. The output of this process gave us clear outside views of our current state and prioritized guidance of how we can continue to improve.”
Chip VonBurg
Chief Customer Officer
“Our benchmarking exercise with TSIA exceeded our expectations! The time and effort invested are well worth it. We are walking away with relevant and actionable recommendations to take our CS organization to the next level.”
Candy Rivera
Director, Customer Success Products

Transforming Customer Service and Closing the AI Trust Gap

Is your customer success organization ready for 2023? Are you investing in the right customer success capabilities?
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Essential resources to elevate your entire organization

The TSIA Portal gives you access to the tailored insights, strategies, and tactics you need to grow your organization and career.

Ready to become a member?
Our annual plans are designed for your success

These plans provide a range of services, including access to exclusive data, strategic support, and in-depth reviews and discussion with our Research Executives.
TSIA Portal Access
On-Demand Research, Webinars, Data Tools
Research Report Access
Research Inquiries
Custom Benchmark
Conference Vouchers
Premium Credits

Free

Create a Free Account
For individuals who want access to free resources and abridged research reports.
TSIA Portal Access
25 Users
Research Report Access
None/Abridged
Research Inquiries
None
Custom Benchmark
None
Conference Vouchers
None
Premium Credits
None

Standard

Per research area
For companies just starting to use data to make decisions and seeking to become industry-validated.
TSIA Portal Access
Several Users
Research Report Access
Full access
Research Inquiries
Several
Custom Benchmark
One
Conference Vouchers
Several
Premium Credits
None

Premium

Per research area
For companies actively enhancing their strategic objectives and needing additional support from TSIA Member Success and Research Executives for contextual data insights.
TSIA Portal Access
More Users
Research Report Access
Full access
Research Inquiries
More
Custom Benchmark
One
Conference Vouchers
More
Premium Credits
Several

Premium Plus

Per research area
For companies at the senior executive or CXO level, focusing on business model strategy and structure, with Research Executives aiding in using industry-validated data to tackle critical business challenges.
TSIA Portal Access
Many Users
Research Report Access
Full access
Research Inquiries
Many
Custom Benchmark
One
Conference Vouchers
Many
Premium Credits
More

ALL ACCESS

All research areas
For companies seeking cross-organizational transformation, leveraging extensive data-driven strategies to foster innovation and leadership across all levels and departments.
TSIA Portal Access
Most Users
Research Report Access
Full access
Research Inquiries
Most
Custom Benchmark
Several
Conference Vouchers
Most
Premium Credits
Most
Become a Member

Join the conversation

We couldn’t do what we do without you. That’s why whether in-person, virtually, or both, we’re proud to connect you with a diverse and inclusive network of other industry professionals who have solved the same challenges you’re facing.
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TSIA World Conferences

Connect with a diverse community of your peers and industry experts, attend inspiring keynotes and breakout sessions, and solve your business’ most pressing challenges.
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TECHtonic: the TSIA Podcast

Join host Thomas Lah as he discusses tried-and-true strategies companies need to employ to stay relevant, get profitable, and succeed in the ever-changing technology and services space.
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TSIA Discussions

Join a community of your industry peers to hear about lessons learned, discover best practices, and meet new friends along the way.
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TSIA Webinars

Stay current on the latest tech industry trends and best practices with highly interactive sessions led by our experts and partners.
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Ready to take your Customer Success business to the next level?

Our industry-validated research and advisory that you can't get anywhere else is here to help you make impactful, data-driven decisions that produce real results.