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Research Report
Helping Customers Succeed
Three Distinct Plays
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:
- Customer Journey Mapping
- Customer Success Plans
- 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
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