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Research Report

Building a Successful Product Management–Customer Success Relationship

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Companies that properly align the relationship between customer success and product management (PM) set their companies up for a better customer experience and improved levels of adoption and growth…or do they?


To address this question, TSIA researched the interdependencies and engagement practices between these teams and identified the most impactful practices for customer adoption and growth. The results were clear. Organizations that have a strong CS and PM handshake have performance improvements over those organizations that do not have this relationship established.


This report captures the top findings from this research and will identify the proactive steps to help organizations move to this relationship model. The insights revealed can help your recurring revenue business operationalize in support of accelerated growth.

Authored By:

Laura Fay

Vice President and Managing Director, XaaS Product Management Research, TSIA

Stephen Fulkerson

Vice President, Customer Success Research and Advisory, TSIA

Publish Date: August 31, 2022

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

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