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On Demand Webinar

Customer Success: An Emerging Role in the Revenue Growth Engine

This webinar is for Cross Functional members only

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Customer Success was deployed in the pursuit of better product adoption and value realization more than a decade ago. But their emerging role as a key member of the revenue growth engine is creating many discussions today. When should Customer Success help with selling? What new skills are required? What is the implication on the "Trusted Advisor" role? And what is the business impact when customer success participates in revenue generating activities?

Join Stephen Fulkerson, VP, Customer Success Research, and Jack Johnson, VP, Customer Growth and Renewal Research, for this 45-minute webinar available to TSIA members only. They will answer the questions above, and also discuss:

  • The rise of XaaS, and the need to focus upon value and outcomes
  • The building blocks of customer success
  • What TSIA sees as customer success’ role in:
    • Consumption Economics
    • Satisfaction Economics
    • Relationship Equity(Front line experience of what the customer needs)
    • Touchpoint Calculus (Exponentially more sensory points for determining need)
    • Why helping will sell, selling will not help


Presented By:

Jack Johnson

VP, Customer Growth and Renewal Research, TSIA

Stephen Fulkerson

VP, Customer Success Research, TSIA

Publish Date: November 17, 2021