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Webinar

Driving Business Value Through Customer Success in Managed Services

This webinar covers the evolving role of customer success in managed services, focusing on its critical contribution to driving business value.

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May 14, 2025

Pacific Time

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May 14, 2025
|
Pacific Time

Overview

Challenges

The main challenges addressed in this webinar include justifying the investment in dedicated customer success teams, the maturity of customer success programs, ineffective feedback utilization, and the under-identification of expansion opportunities.

Summary

The webinar discusses the vital role of customer success in managed services, emphasizing strategies for enhancing business value through effective practices and AI integration.

Key takeaways

Understanding Customer Success Value

Establishing a dedicated customer success function is crucial for MSPs to drive value and justify investments.

Framework for Efficient Engagement

Implementing the L.A.E.R. model helps organizations delineate roles to enhance customer engagement and retention strategies.

Importance of Adoption

Increasing customer adoption rates correlates with lower churn, making it essential to focus on customer success practices.

Webinar speakers

Luke Ronkowski

Senior Director of Managed Services Research, TSIA

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