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Research Report

The Three Charters of Customer Success

Identifying your charter is the first step to optimizing your organization for customer success.

Recent trends in the industry reveal that customer satisfaction is no longer just about how well your company can fix a broken product, assist with installation, or deliver the training options you offer.

Instead, it’s about the outcome the customer can achieve with your products and services, how you can help them meet their strategic goals, and delivering against your company’s promises.

In this paper, we dive into the three customer success charters (Adoption, Expansion, and Renewal) to help set the stage for industry-wide implementation and growth.

Download your copy to determine which customer success charter(s) best fit your organization and get insight into KPIs and best practices.

Depending on the current state of your organization, this paper will help identify: 

  • Key questions to ask as you begin measuring customer adoption.
  • Who should be responsible for securing renewal revenues.
  • Success plays for achieving revenue expansion.


Authored By:

Stephen Fulkerson

Vice President, Customer Success Research, TSIA

Publish Date: March 24, 2022

TSIA leaders are always willing to educate us on best practices in the industry and guide us on applying those learnings to our unique environment.

Frances Fortanely, Director of Customer Experience, VMware

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