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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 last year's top business challenge, which was, "how to scale customer success capabilities and organizations."   

Authored By:

Phil Nanus

Vice President, Customer Success Research, TSIA

Publish Date: February 19, 2020

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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