Research Report

Customer Health Tracking: Past, Present, and Future

This report is for Customer Success members only

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TSIA launched a discipline for Customer Success in 2014, as the shift to cloud technology began forcing companies to focus more on positive customer outcomes to improve subscription renewal rates. Over the last two years, having a customer success program has become a common practice, and the people, process, and technology of measuring customer success continues to mature. In this report, TSIA Research outlines best practices for measuring customer health, as well as introducing new categories to consider when architecting version 2.0 of a customer health score. Technology companies must invest in customer success to ensure customers are adopting technology rapidly enough to avoid the consumption gap, with fast time to value enabling both higher subscription renewal rates and expand selling opportunities.

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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