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:
- What is customer success?
- How do you execute customer success?
- When does customer success happen?
- Why is customer success important?
- 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.