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Research Report

Driving Customer Success at Scale

For technology companies to properly scale their Customer Success organization, the right foundation needs to be laid so that additional capabilities can build upon it.

In this paper, we discuss the three foundational pillars of customer success that TSIA calls the "Building Blocks of Customer Success" as well as the six steps of TSIA's "Scaling Customer Success" framework, including:

  1. Operationalizing the customer journey
  2. Digital customer success
  3. Partners
  4. And more!

Download your copy today to see if you have the right models in place to ensure long-term success within your organization.

Authored By:

Stephen Fulkerson

Senior Director, Customer Success Research, TSIA

Publish Date: April 19, 2021

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, Subscription Services, Infor

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