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Research Report

The Essential Handshake Between Customer Success and Product Management

This report is for Cross Discipline members only

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The interdependency between product management and customer success is pivotal. 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 report documents the first three first steps that should characterize any product management partnership with customer success. These include:

  • Shared adoption goals.
  • Operationalized adoption framework.
  • Common customer journey map.

Authored By:

Laura Fay

Vice President, XaaS Product Management Research, TSIA

Stephen Fulkerson

Vice President, Customer Success Research, TSIA

Publish Date: August 26, 2022

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