This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Research Report

2020 Monetizing Customer Success Study Readout

This report is for Customer Success members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

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

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 40,000 technology and services leaders rely on TSIA insights every day.