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Research Report

Helping Customers Succeed

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As the science of customer success becomes ever more sophisticated in unlocking business value for customers, it is clear there are three distinct plays organizations are maturing:

  1. Customer Journey Mapping
  2. Customer Success Plans
  3. Offer Value Journey Mapping
Each of these plays serves a distinct purpose. This TSIA research report provides an overview of each play and insights on best-practice attributes for each play.

Authored By:

Thomas Lah

Executive Director and Executive Vice President, TSIA

Stephen Fulkerson

Vice President, Customer Success Research, TSIA

Hal Stanley

Publish Date: May 28, 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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