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Research Report

Scaling Customer Success for SaaS Companies

For technology-as-a-service providers, customer success holds the key to retaining customers and expanding customer relationships.

This paper details how cloud companies can leverage TSIA's seven-step framework for establishing and scaling customer success, including:

  1. Charter definition
  2. Funding model
  3. Core processes
  4. Metrics
  5. Staffing
  6. Offers
  7. Technology infrastructure

Leverage these practical research-based recommendations to maximize the impact of your customer success organization. 

Authored By:

Phil Nanus

VP Research, Customer Success, Technology Services Industry Association

Publish Date: December 12, 2017

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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