2022 Customer Success Technology Stack

Year over year, technology becomes ever more important to customer success organizations and initiatives. Delivering prescriptive time-, event-, and value-based adoption, retention and expansion plays are critical workflows to ensure that customers receive maximum value from their technology suppliers. To execute this at scale and through all customer segments is a critical goal. It is only through effective technology adoption that technology suppliers can achieve their goals of higher renewal rates and expansion opportunities. TSIA continues to see a maturing capability with customer success tools to create and manage complex process workflows that cover many use cases and that offer the promise of delivering productivity gains that allow customer success organizations and initiatives to scale.

TSIA has identified 13 separate application categories recommended for highly productive, scalable customer success teams and programs, including core infrastructure technology, productivity tools, and tools to understand and track customer behavior and sentiment. In this report, TSIA Research defines the recommended technology stack for customer success, as well as listing the top installed vendors in each technology category. There is also a section about how technology can be leveraged for “extreme automation,” making dramatic improvements to productivity, service quality, or revenue through the use of innovative technology. Customer success executives should understand which enabling technology components are already well adopted, as well as emerging tools that may provide a boost to operational and financial metrics.