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Research Report

Driving Customer Success at Scale

For technology companies, customer success holds the key to growing both new customers and the existing revenue base of technology companies.

Maximize the impact of your customer success organization by leveraging TSIA's seven-step framework:

  1. Charter definition
  2. Funding model
  3. Core processes
  4. Metrics
  5. Staffing
  6. Offers
  7. Technology infrastructure

Authored By:

Phil Nanus

VP Research, Customer Success, TSIA

Publish Date: February 7, 2017

TSIA is the best source for relevant facts, trends, and performance, and we use what we learn on a weekly basis to assist us in making operational and strategic decisions about our business. TSIA helps us to be a higher-performing organization.

Chris Todd, SVP, Services, Kronos Incorporated

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