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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.

For any technology vendor that has sold hardware or software maintenance, the recurring annuity streams have always been top of mind. Increasingly, we are seeing more and more companies make the pivot toward recurring revenue.

In this report, TSIA Research has put forward 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?

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Authored By:

Stephen Fulkerson

Senior Director, Customer Success Research, TSIA

Publish Date: February 25, 2021

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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