On Demand Webinar

Seven Steps to Customer Success at Scale

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Customer success has become one of the hottest capabilities technology companies find themselves investing in today. For technology-as-a-service providers, customer success potentially holds the key to retaining customers and expanding customer relationships. However, TSIA has been inundated with inquiries from member companies that are struggling to deliver customer success at scale.

Listen to TSIA Executive Director Thomas Lah as he leverages recent benchmark data and industry observations to outline a seven-step approach to establishing and scaling a customer success capability, including:

  • Define your customer success charter
  • Secure funding for your customer success organization
  • Establish customer success processes
  • Use metrics to measure your Customer Success function
  • Hire Customer Success staff with the right skills
  • Develop the right customer success offers
  • Implement the right Customer Success technology infrastructure

From the charter to the financial model to enabling technology, Thomas will provide practical frameworks customer success organizations can leverage as they grow.