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The interdependency between customer success and support services is critical. Unfortunately, all too often these organizations operate in silos. When engagement levels between them are low, research shows the lowest instances of key adoption and instrumentation practices necessary for success in as-a-service business models.
This research report documents a common customer scenario, critical escalations, to identify where customer success and support teams can leverage their organizational charters as well as key KPIs, metrics, and customer health scores to help their customer achieve or exceed their desired business outcomes.
Senior Director, Customer Success Research, TSIA
Director, Support Services Research, TSIA
Publish Date: August 7, 2023
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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