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Knowing where the customer is at in their journey is key to building a customer experience that promotes adoption, expansion, and retention. Many organizations go through the motion of building a customer journey map, but many traps can cause problems for both the customer and the technology provider.
Who has the responsibility to build the customer journey map? What role should the customer play in the journey map process, if any? How do success plans and playbooks play a role in this? How should customer success organizations think about digital in the customer journey?
These are questions TSIA’s Customer Success Research Team field daily with our members. There is a plethora of data and metrics that speak volumes about how to move forward with your customers.
Please join Stephen Fulkerson, TSIA's Vice President, Customer Success Research, and Marc Troyan, TSIA's Director, Customer Success Research, as they share some of the most recent customer success best practices for building the journey map that drives success for your customers.
During this 45-minute webinar, Stephen and Marc will provide greater insights into the following:
Don't miss this opportunity to gain access to TSIA's insights into the latest customer success operational trends that drive greater customer success.
VP, Customer Success Research, TSIA
Director, Customer Success Research, TSIA
Publish Date: June 22, 2022
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.