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Research Report

Customer Success at Scale: Leveraging Partners

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Customer Success has drastically grown over the past decade, and TSIA’s Land-Adopt-Expand-Renew (LAER) model has become a common framework embraced by the industry. Yet, technology vendors with indirect selling models still face the challenge of how to leverage their channel partners to deliver customer outcomes.


TSIA saw this challenge looming on the horizon years ago, and we pioneered the first study of its kind to learn about the convergence of customer success and partners. The results of that original study confirmed that technology vendors were, indeed, investing in their channel to deliver customer success. Since our initial research in 2017, TSIA member interest in this area has exploded.

 

TSIA relaunched the Customer Success Delivered via Partners study to learn where partner investments are yielding returns. Clear trends and best practices emerged from technology vendors who leverage partners to drive customer success at scale. Three primary lessons were illuminated across partner enablement, metrics, and alignment. 

Authored By:

Jared Raftery

Director, XaaS Channel Optimization Research, TSIA

Publish Date: March 25, 2022

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