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Many organizations are making uninformed decisions about the organizational structure and leadership of their customer success organization and departments without accurate data, experiences, and knowledge about how their actions will impact company revenue. In this research paper, TSIA will use data to show areas of operations and the value of the chief customer officer (CCO) that can be seen across the industry.
We start with the span of control that CCOs have in most organizations and then deep dive into how they execute their area of responsibility compared to their C-level peers. We will examine the scope of responsibilities of CS executives, look at their performance on profitability, dollar renewal rates (DRR), and average contract values (ACV), and then compare their performance against other C-level executives. Why does this matter? It is all about revenue growth and having the right person leading the right organization.
Vice President, Customer Success Research, TSIA
Publish Date: February 7, 2023
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
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.