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Research Report

Product Management–Customer Success Operational Maturity Model

This report is for XaaS Product Management members only

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In the recurring revenue world, customer success teams play an essential role in the customer’s journey to value realization. A fully leveraged interdependent relationship between product and customer success is critical to ongoing customer value realization.

But what should this synergetic relationship look like and how can companies know they are engaging in practices that improve customer outcomes and growth?

Through research into effective industry practices, TSIA developed insights on the most impactful practices in the handshake between product management and customer success that are correlated with revenue growth.

Use this framework to assess where you are on the maturity curve and how to mature your inter-team engagement.

Authored By:

Laura Fay

Vice President and Managing Director, Products and Offers Research, Technology Services Industry Association

Stephen Fulkerson

Vice President, Customer Success Research, Technology Services Industry Association

Publish Date: July 6, 2022

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