Research Report

State of Customer Success

This report is for Customer Success members only

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In August of 2014, TSIA opened up a 40 question survey to the TSIA community. The objective of the survey was to establish a baseline regarding fundamental practices and performance metrics related to the customer success function. The survey collected data on key performance metrics and also tested critical practices related to delivering customer success offers. Based on the data collected, TSIA has created and shared seven recommendations for optiminzing an emerging customer success function.


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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