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Research Report

The State of Customer Success: 2016

This report takes a look at the state of customer success organizations. It focuses on the top issues facing customer success executives and provides guidance on how member companies are continuing to refine the charter and scope of their customer success teams. Included in this report are explanations for how member companies are addressing the urgency for driving adoption, while at the same time putting in place the fundamental building blocks for eventually taking on responsibilites for revenue management (retention and expansion). Finally, the paper concludes with threeTSIA recommendations for driving the emphasis on customer outcomes to enable true customer success.

Authored By:

Peter Armaly

VP Research, Customer Success, TSIA

Publish Date: February 25, 2016

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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