Research Report

Customer Journey Analytics

This report is for XaaS Product Management members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

Analytics is an essential capability for XaaS providers. Managing customer churn becomes Job 1, given its outsized negative influence on revenue growth, expense growth, and ultimately, company valuation for as-a-service companies. This increases the challenge to innovate faster, deliver value quicker, and ensure a great customer experience. How can suppliers instrument their products to proactively influence that customer experience, driving them to realize their desired customer outcomes more quickly?

This report offers frameworks for suppliers to design product instrumentation solutions for effective usage understanding, which can then be used to proactively influence that customer experience, driving them to realize their desired outcomes more quickly.

Authored By:

Laura Fay

Vice President, XaaS Product Management, TSIA

Publish Date: July 16, 2018

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 35,000 services leaders rely on TSIA insights every day.