Research Report

The 2015 Customer Success Technology Stack

This report is for Customer Success members only

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Technology is incredibly important to customer success organizations. Various platforms and applications are required to understand customer history, account contracts, entitlement, and consumption; to manage the renewals process; and to monitor product consumption. TSIA has identified 10 separate application categories recommended for highly productive, scalable success teams, including core infrastructure technology, productivity tools, and tools to understand and track customer behavior and sentiment. In this report, TSIA Research defines the recommended technology stack for customer success, as well as listing the top-installed vendors in each technology category. Customer success executives should understand which enabling technology components are already well adopted, as well as emerging tools that may provide a boost to operational and financial metrics.

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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