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Research Report

Monetizing Customer Success

This report is for Customer Success members only

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In this highly requested study we review recent TSIA research on industry trends in monetizing customer success. This report explores a range of relevant aspects:

  • What are the attributes typically included in monetized and non-monetized customer success offerings today? 
  • Which customer success service pricing strategies help to drive company margin and revenue growth? 
  • Which customer success offer design capabilities drive the highest customer satisfaction and renewal rates over time? 
  • How does discipline around discounting and initial attach policies impact the value delivered and realized from customer success offerings?

Authored By:

Stephen Fulkerson

Vice President, Customer Success Research, TSIA

Hal Stanley

Senior Director, Service Offer Portfolio Research, TSIA

Publish Date: June 29, 2021

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Peg Rodarmel, SVP, Subscription Services, Infor

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