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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 frequently writes about these topics on the TSIA blog on the topics of customer success, customer health scores, customer success managers (CSM), and TSIA's LAER model.
The State of Customer Success 2021
Get insight into the latest customer success research and trends and find out which investments you should be making to help scale your teams.
Two Worlds Colliding Bringing Together Customer Success and Renewal Teams
Join us for a discussion on how to ensure cost-effective adoption, retention, and expansion and set expectations for CSMs and Renewals Specialists.
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Compare and Contrast: Sales Account Manager to Customer Success Manager
This paper looks at differences between SAMs and CSMs and outlines the 7 mistakes management teams make when segmenting responsibilities between them.
Best Practices in Customer Onboarding
This paper lays out the three fundamentals of customer onboarding and explores differentiated practices that lead to accelerated results.
Best Practices for Customer Success Onboarding
Get insight into common practices and processes for customer onboarding based on findings from TSIA’s 2020 Customer Success Onboarding survey.
The Next Level of Scaling Customer Success
Join us for this virtual summit to get ideas on how to innovate and effectively scale your Customer Success organization to make it more efficient.
The Case for Services Convergence and Big “C” Customer Success
This report examines services convergence and Big "C" customer success.
Slides | Everything Will Change: How COVID-19 Becomes the Accelerator for Custom
Get specific guidance and recommendations for customer success leaders during these challenging times.
Customer Success | Everything Will Change: How COVID-19 Becomes the Accelerator
2020 has brought more change to our societal and business norms than any of us have anticipated. Join Phil Nanus, TSIA VP of Research for Customer . . .
Everything Will Change How COVID19 Becomes the Accelerator for Customer Success
Join Phil as he provides guidance and recommendations to customer success leaders during these challenging times.
How Customer Success Can Make a Lasting Impact During the COVID-19 Crisis
Short-term guidance and long-term opportunities for CS organizations that can make a lasting impact on both their customers and their company.
The State of Customer Success 2020
Find out what’s trending in customer success, what investments you should be making, and critical capabilities impacting the metrics that matter.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.