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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.


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Research Report

Customer Success and Product Management Collaboration

A look at how a company’s product management and customer success organizations can collaborate for the benefit of the customer and business growth.

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Research Report

How to Talk to Your CEO About Funding Customer Success

Download the e-book and access the three budgeting principles of how to talk to your CEO about funding customer success.

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Research Report

Building a Successful Product Management–Customer Success Relationship

This report looks at how product management can work better with customer success and how customer success is dependent on product management.

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Research Report

Customer Success Organizational Structure 2022

This report focuses on customer success organizational structures and which alignment is best and most profitable for the organization.

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Research Report

The Essential Handshake Between Customer Success and Product Management

This report documents the first three first steps that should characterize any product management partnership with customer success.

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Customer Success Telemetry Top Metrics and Dashboards for Growth and Efficiency

Join us for a discussion on the top metrics and dashboards needed for growth and efficiency in customer success.

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Data View

R3 Poll Results: Top Metrics for Best Practices in Customer Success

This document reports key research findings on the topic of best practices associated with customer success metrics.

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Data View

R3 Poll Results: CS and Lead Generation 2022

This research explores how customer success organizations are aligning to support the charter of expansion and lead generation.

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Data View

R3 Poll Results: CX versus CS Ops 2022

This research explores the differences between customer experience (CX) and customer success operations.

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Research Report

The Defining Role of Customer Success in Lead Generation

This report looks at how companies are using CS teams to drive expansion revenue while still helping customers achieve successful business outcomes.

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Data View

R3 Poll Results: Customer Success Pacesetters 2022

This document reports research findings on the topic of how customer success organizations rate their performance in terms of operational excellence.

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Research Report

Customer Experience versus Customer Success Operations

This report highlights the similarities and differences between customer experience and customer success operations.