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Stephen Fulkerson
VP, Customer Success Research
Stephen Fulkerson 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 positive and successful customer outcomes.
Stephen Fulkerson 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 positive and successful customer outcomes.
Prior to joining TSIA, Stephen was the vice president of customer success at Upland Software, where he successfully consolidated ten separate customer success teams to perform under one Upland umbrella resulting in a seamless and unified customer success experience. He personally led company executive efforts to increase the NPS by 70 points in eighteen months while also securing renewals, driving expansions, and cross-sell opportunities. During his time at Upland, he also skillfully led the Customer Experience and Customer Training departments.
Stephen was also vice president of customer success at Alert Logic, where he built the Customer Success department while also overseeing onboarding, training, and customer support. In this capacity, he successfully broke numerous company records for onboarding and improved customer experiences.
Stephen has over 25+ years of experience working in technology companies and has been a leader in professional services, technical account management, and business development for APAC and LATAM operations. Stephen started his career in Customer Success in 2004 and he has spent the bulk of his technical career-building Customer Success organizations and finds this work the most rewarding for both serving the customer and the company.
Top Customer Success Advisory Engagements
- Establishing Customer Success
- The Building Blocks of Customer Success
- Improving the Customer Experience
- Using Customer Success to Create Sales Efficiencies
- Predictive Customer Health Scores
- Operationalizing the Customer Journey
- Scaling Customer Success Through Partners
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Monetizing Customer Success Research Journey
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TSIA Customer Success Capabilities Framework
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Customer Success Dynamic Engagement Framework
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Executive Insights: 2023 Cost-Effectively Scaling Customer Success
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Quick Poll Results: Funding for Scale
This report highlights findings from the 2023 Quick Poll: Funding for Scale.
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Quick Poll Results: Perceptions on Scaling Customer Success
This report highlights findings from the 2023 Quick Poll: Perceptions on Scaling Customer Success
Scaling Customer Success
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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.
The State of Customer Success 2023
Find out how to position your customer success organization to increase revenue, improve operational efficiencies, and maximize customer value.
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Utilization Secrets of Customer Success and Renewals
An examination of time investments for customer success and renewals resources.
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The Value of the Chief Customer Officer
A review of the value of the chief customer officer and associated revenue growth benefits.
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The State of Customer Success: 2023
A look at trends in customer success, including the top issues facing customer success executives and guidance on the top business challenges.