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Research Report

The State of Customer Success: 2019

Customer success continues to be a top industry trend. 

When we look back in several years, we will be able to point to 2018 as the year that customer success, as a broad set of capabilities and organizations, hit its tipping point. Several years ago, there had been initial questions and debate around longevity of customer success initiatives and organizations. However, the evidence of organizational representation and the massive gap of demand versus existing supply of resources in the market are stark evidentiary points that conclude customer success is thriving and here to stay. 

In this annual “The State of Customer Success” report, we: 

  • Identify trends within established customer success organizations 
  • Explore lessons learned from our rapidly growing customer success community
  • Provide crucial metrics and data points that solidify the growth and investment in customer success

The key points in this paper articulate the way forward for many in customer success as to how to effectively scale their capability. Scaling customer success through various means including digital and partner capabilities represent the most pressing business challenges for customer success organizations. 

Download your copy of the report to get a pulse on the current customer success landscape. 

Authored By:

Phil Nanus

Vice President, Customer Success Research, TSIA

Publish Date: February 27, 2019

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