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Research Report

2020 Monetizing Customer Success Study Readout

This report is for Customer Success members only

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This report is a data readout based on the results of TSIA's 2020 Monetizing Customer Success Study, which addressed the following key questions:

  • What are the attributes typically included in monetized and non-monetized customer success offerings today? 
  • Which customer success service pricing strategies help to drive company margin and revenue growth? 
  • Which customer success offer design capabilities drive the highest customer satisfaction and renewal rates over time? 
  • How does discipline around discounting and initial attach policies impact the value delivered and realized from customer success offerings? 

Authored By:

Stephen Fulkerson

Vice President, Customer Success Research, TSIA

Hal Stanley

Senior Director, Service Offer Portfolio Research, TSIA

Publish Date: June 8, 2021

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