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 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, Worldwide, Infor Digital Sales, Infor

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