Phil Nanus is the vice president of customer success research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver customer outcomes.
Prior to joining TSIA, Phil was the vice president of customer success at Infor. There, he led a team of customer success managers (CSMs) focused on driving customer adoption of their software, which also included strategy and development of Infor's early SaaS offerings during their transition from on-premise to cloud. He also managed and monetized their on-premise and cloud customer success portfolio.
Phil began his career as a business process consultant at Accenture, and has since held various positions related to enterprise software and IT services, including global leadership and roles in customer success, support, professional services, managed services, and cloud services. His experience also includes senior leadership positions in service sales, service product management, and service operations at Symantec and Veritas. Phil's experience across various practices within the technology industry provides him with a unique ability to apply his in-depth knowledge of customer success strategy, processes, and best practices as it directly relates to each of TSIA's research practices.
Phil is a regular contributor to the TSIA blog on the topics of customer success, customer health scores, customer success managers (CSM), and TSIA's LAER model.
3 Tips to Lower Sales Costs Using Your Customer Success Org Webinar
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Creating LAER Efficiency with Customer Success Research Report
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Delivering Customer Success via Partners - Results for Participants Research Report
This document reviews key findings from the study from the 2017 TSIA Customer Success delivered via Partners Study.
Delivering Customer Success via Partners - Results for Non-Participants Research Report
The Mid-Market Matters: Why Companies Must Rethink Customer Segmentation Webinar
Learn why rethinking your customer segmentation strategy will equip you to grow closer to all of your customers and lead to higher ROI.
Working with Partners to Deliver Customer Success Webinar
Join us to learn findings from TSIA’s survey on delivering customer success via partners and find out which practices and metrics are critical.
The Key to Profitable Customer Experiences: The Right CSM Webinar
This webinar will reveal key insights on the critical components for a successful Customer Success strategy.
The State of Customer Success 2018 Webinar
Join us to learn key trends that will influence customer success organizations this year.
The State of Customer Success: 2018 Research Report
This report features what’s trending in customer success this year and serves as a guide on how to achieve success in 2018 and beyond.
Customer Readiness Assessment Research Report
Customer onboarding is a crucial component of customer engagement. This assessment will help determine if your customer is ready to be onboarded.
Scaling Customer Success for SaaS Companies Research Report
For cloud companies, customer success holds the key to retaining customers and expanding revenues. Download the white paper.
Optimizing Your Services Organization for Customer Success Research Report
Download the checklist for optimizing your services organization for customer success including a framework for customer churn and retention
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