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Research Report

The Customer Success and Support Services Alliance

This report is for Customer Success members only

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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.

Authored By:

Marc Troyan

Senior Director, Customer Success Research, TSIA

Dave Baca

Director, Support Services Research, TSIA

Publish Date: August 7, 2023

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Peg Rodarmel, SVP, Subscription Services, Infor

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