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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

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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