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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
 
 
 
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Research Report

Perceptions on Scaling Customer Success

This research study explores strategies and factors influencing customer success scaling in business organizations.

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Research Report

How to Approach Monetizing Customer Success

This research explores how customer success executives are monetizing their service offerings and the collaboration involved in creating them.

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Research Report

2023 Monetizing Customer Success Research Report - Abridged

This report covers how OpenText uses AI to revolutionize content creation in education services, saving time and costs while enhancing quality.

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Research Report

2023 Monetizing Customer Success Research Report

This report covers how OpenText uses AI to revolutionize content creation in education services, saving time and costs while enhancing quality.

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Research Report

The Segmentation Framework

This framework paper focuses on the TSIA Segmentation framework and how to deploy it in your organization.

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Multithreading in Customer Success for Expansion

How customer success can fight churn, work to expand their footprint, and improve account management via multithreading.

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Research Report

Behaviors and Influencers of Monetizing Customer Success

The purpose of this research is to help customer success executives navigate behaviors that will influence monetizing customer success.

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Monetizing Customer Success Research Journey

Join us for insights on industry trends, go-to-market strategies, and the correlation between expansion, retention and customer satisfaction.

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Research Report

TSIA Customer Success Capabilities Framework

TSIA Capabilities Framework examines start-to-finish capabilities needed to successfully run your customer success management department.

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Research Report

Customer Success Dynamic Engagement Framework

TSIA Customer Success Dynamic Engagement Framework examines how organizations can meet the demands of customer engagement when the ratios don't work.

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Research Report

The Customer Success and Support Services Alliance

This report looks at how CS and support teams work together to drive successful business outcomes and avoid critical escalation mismanagement.

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Data View

Executive Insights: 2023 Cost-Effectively Scaling Customer Success

This report highlights findings from the 2023 Cost-Effectively Scaling Customer Success survey.