We use cookies to enhance site navigation, analyze site usage and show personalized advertising. See our Privacy Policy. California residents - see CCPA Privacy Policy Supplemental for opt-out options.

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

Customer Health Tracking: Past, Present, and Future

This report is for Customer Success members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

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.

Authored By:

Phil Nanus

VP Research, Customer Success, TSIA

Publish Date: June 16, 2016

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.