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Research Report

The State of Customer Success: 2018

Customer success momentum continues to grow at an unprecedented rate.

In “The State of Customer Success 2018” report, TSIA identifies trends with established customer success organizations and explores lessons learned from the critical first steps of early stage customer success teams.

Download your copy to get TSIA’s recommendations for establishing customer success, as well as data on:

  • Renewal, churn, and expansion rates
  • CSM compensation
  • Customer success organizational structure
  • Customer success technology

There are many lessons to be learned from companies that have failed, in some cases multiple times, to establish customer success. Use this report as a guide to achieve success in 2018 and beyond.

Authored By:

Phil Nanus

Vice President Research, Customer Success, TSIA

Publish Date: February 15, 2018

We look to TSIA for information on industry trends. Access to their insight through research, webinars, and member inquiries helps us determine our path forward and formulate a battle plan for success.

Chris Holm, Director, Customer Success, Ellucian

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