Research Report

The State of Customer Success: 2020

Now is the time to ensure your customer success function has a quantifiable return on investment.

Customer success organizations have ridden the wave of growth as the shift to technology as a service continues. The motions of adoption, expansion, and retention are critical during this transition, but many companies still struggle for efficiency.

In this annual report, we will:

  • Identify trends within customer success organizations
  • Explore lessons learned from our customer success community.
  • Share insight into top issues facing customer success executives
  • Provide guidance on the top business challenge of the last year, which is how to scale customer success capabilities and organizations   

Authored By:

Phil Nanus

Vice President, Customer Success Research, TSIA

​Publish Date: February 19, 2020

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Peg Rodarmel, SVP, Subscription Services, Infor

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