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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

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Peg Rodarmel, SVP, Subscription Services, Infor

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