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Research Report

The Building Blocks of Customer Success

Customer success is all about the activities related to helping your customers achieve their goals through the effective use of your technology.

Whether you sell hardware, software, subscriptions, or services, the best way to secure a solid recurring revenue stream is to ensure that your customers achieve their desired business outcomes.

In this ebook, we focus on how to establish and grow your customer success function to deliver value to your customers. You’ll learn the basics of customer success and how to get started with applying this crucial function to your current operation. 

Download your copy to get answers to questions like:

  • What is customer success?
  • Why is customer success important?
  • How do you execute customer success?
  • When does customer success happen?
  • Who are the people who perform customer success?

Additionally, this ebook will provide information on:

  • Funding customer success
  • The four phases of customer success maturity
  • How to measure your progress
  • Customer success metrics
  • How to quantify the impact of your customer success organization
Setting up a Customer Success function within your organization might seem like a lot of work, but it is an incredibly valuable function that will ensure recurring revenue and profits for years to come. At TSIA, we believe customer success is a services motion with a sales result. By focusing on what your customers hope to achieve with your offers, you are proving your value to their businesses, which is becoming increasingly more important than providing products and services alone. 

Whether you’re new to customer success, in the midst of building, scaling, and optimizing your customer success function, or running a mature customer success organization, TSIA has the customer success research and data you need to achieve the specific outcomes you want. 

Authored By:

Stephen Fulkerson

Vice President, Customer Success Research, TSIA

Publish Date: February 28, 2023

TSIA is an oasis in the desert. For years, Mimecast has been searching for an industry analyst and advisory body that has deep domain expertise on customer success and service delivery, and we finally found that in TSIA.

Mark Bilbe, Chief of Customer Operations, Mimecast

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