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Research Report

Customer Success Maturity Model

Customer success continues to be an emerging practice as both technology companies and non-traditional industries move to a new subscription revenue model.

In this report, TSIA answers five common questions that we receive as companies try to understand customer success and its impact toward both legacy revenue models and new XaaS subscriptions:

  1. What is customer success?
  2. How do you execute customer success?
  3. When does customer success happen?
  4. Why is customer success important?
  5. Who are the people that perform customer success?

You'll also see how those questions and common capabilities, when applied to Tuckman's four stages of group development (Forming, Storming, Norming, and Performing), create a customer success maturity model.

Authored By:

Phil Nanus

Vice President of Research, Customer Success, TSIA

Publish Date: January 10, 2017

TSIA is an oasis in the desert. For years, Mimecast has been searching for an industry analyst and advisory body that has deep domain expertise on customer success and service delivery, and we finally found that in TSIA.

Mark Bilbe, Chief of Customer Operations, Mimecast

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