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On Demand Webinar

Identifying the Strengths and Gaps of Your Customer Success Practice

Technology firms and their resellers and implementation partners understand that they must have a Customer Success practice in order to successfully support a subscription model. Many companies face challenges in this process due to legacy culture, processes, tools, and skillsets.

A Customer Success practice is more than just hiring CSMs and implementing new processes. The practice should have an executive sponsor, a charter, strategy, trained CSMs, processes, playbooks, Go-to-Market strategies, tools, etc.

During this 45-minute webinar, ISSI’s CEO, Burjor Mehta, and Customer Success Practice Lead, Jonathan Lee, will discuss the approach of using a Customer Success Practice Assessment (CSPA) to identify the strengths and gaps in your practice.

The conversation will cover:

  • How to enable Partners to better understand existing maturity/readiness levels before investing in a specific area.
  • A breakdown of the 3 broad categories (business, process, and tools) into nine specific domain areas.
  • The CSPA deliverable: a report with a color-coded practice maturity heatmap of the nine domain area, best practices, and associated recommendations for gap closure.
  • A structured path of development for the Customer Success journey.
  • The value of ISSI’s follow-up enablement workshops in three key areas:
    • Strategy/Business Model
    • GTM/Processes
    • Health Score/Tools
    • Register now to learn from industry experts how you can enable the future of high-tech.


Presented By:

Jared Raftery

Director, XaaS Channel Optimization Research, TSIA

Burjor Mehta


Jonathan Lee

Customer Success Practice Lead, ISSI

Publish Date: June 2, 2022