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Darlene Kelly

Sr. Manager, Customer Success Research

Darlene Kelly is the senior manager of customer success research for TSIA. In this role, she works closely with TSIA’s customer success members to deliver research and benchmarks to help companies realize and achieve their true value in customer success.



Top Customer Success Advisory Engagements

  • Establishing Customer Success
  • The Building Blocks of Customer Success
  • Improving the Customer Experience
  • Predictive Customer Health Scores
  • Operationalizing the Customer Journey
 
 
 

Research and Webinars

Check out the most recent Customer Success resources.


Webinar
June 22

Creating a Customer Journey that Maps to Success

Join us for a discussion on industry changes reshaping the face of journey mapping and learn best practices for running a journey mapping exercise.

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Data View

Customer Relationship Survey Program Overview

This report provides an overview of a relationship survey program.

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Research Report

TSIA Customer Success Benchmarking

This report explains the critical role the TSIA Customer Success Benchmark process can play in driving organizational transformation.

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Data View

2019 Customer Success Compensation for Participants

Data and summary results from the 2019 TSIA Customer Success Compensation Study specific to 5 key roles.

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Research Report

Customer Relationship Survey Best Practices

This report documents findings from TSIA's member study on relationship surveys.

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Research Report

The Three Charters of Customer Success

This whitepaper will help identify your services organization's customer success charter for driving top-line revenue growth.

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Research Report

DocuSign’s Customer Success and Product Management Handshake: A Case Study

DocuSign's product and customer success handshake case study.

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The State of Customer Success 2022

Join us to learn what’s trending in customer success so you can take proactive steps to have a successful 2022.

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Research Report

The Building Blocks of Customer Success

Learn the basics of customer success, how to apply it to your current organization, and ensure recurring revenue and profits for years to come.

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Research Report

The State of Customer Success: 2022

A look at the state of customer success organizations, including the top issues facing CS executives and guidance on the top business challenges.

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Data View

Scaling Customer Success with Low and Digital Touch

Key industry changes in low touch and digital touch engagement strategies so that companies can scale their customer success organizations accordingly

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Listen, Learn, and Improve: Best Practices in Customer Success Surveys

Learn customer success best practices for measuring voice of the customer (VOC) metrics and how to get the most value from the survey process.