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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.
Director, XaaS Channel Optimization Research, TSIA
Publish Date: March 25, 2022
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
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.