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Research Report

The Future of Customer Success

Customer success will become the dominant revenue engine for XaaS companies.

Any technology company that sells a technology subscription
has learned that customer success is a critical capability for driving the adoption, expansion, and renewal of subscription revenues.

However, a majority of technology companies continue to run the customer success function as a cost center. Almost half of technology companies do not monetize any customer success activities, and many are struggling to determine a financial model that enables them to scale customer success.

This paper will explain why customer success is so vital today, as well as:
  • Emerging trends in customer success
  • The future of customer success
  • Migration of customer success business models
  • Metrics that matter

Authored By:

Thomas Lah

Executive Director and Executive Vice President, TSIA

Stephen Fulkerson

Vice President, Customer Success Research, TSIA

Marc Troyan

Publish Date: October 4, 2022

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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