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Research Report

The 2016 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.

Authored By:

John Ragsdale

VP Research, Technology and Social, TSIA

Peter Armaly

VP Research, Customer Success, TSIA

Publish Date: December 15, 2015

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Peg Rodarmel, SVP, Subscription Services, Infor

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