Research Report

The Three Charters of Customer Success

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

What's in this white paper?

This five-page paper defines the three most common profiles of customer success: Adopters, Expanders and Renewers. Depending on the current state of your organization, this paper will help identify: 

  • Key KPIs for monitoring your adoption process
  • Who should be responsible for securing renewal revenues
  • Success plays for achieving revenue expansion

Authored By:

Phil Nanus

VP Research, Customer Success, TSIA

​Publish Date: January 6, 2017

A fundamental shift in mindset toward consumption analytics and customer success has been triggered by being part of the TSIA journey for SAP.

Augusto Abbarchi, Director, SVP, Global Maintenance and Premier Engagement, SAP AG

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