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Research Report

Helping Customers Succeed: Three Distinct Plays

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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 E. Lah

Executive Director and Executive Vice President, TSIA

Stephen Fulkerson

Senior Director, Customer Success Research, TSIA

Hal Stanley

Publish Date: May 24, 2021

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