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Customer Success
Increase user adoption and grow your customers by bridging the gap between the promise of technology and customer outcomes.
Your Resource for Navigating this Economy
With the current economic conditions, companies are talking about cutting costs... but cutting in the wrong places could have long term negative impacts.
Where do you cut back to reduce costs without compromising productivity or profits? And how do you find places where you can actually grow revenue? TSIA can help you with that.
From understanding where to leverage digital capabilities to get greater efficiencies, to monetization strategies to generate additional revenue, and a whole lot more, we’ve got you covered.
There’s no better time than now to be a TSIA customer success member!
Get Customer Success Research and Advisory with TSIA
When it comes to customer success trends and best practices, TSIA has its finger on the pulse. Our industry experts work directly with Customer Success
teams to help them benchmark their organizations so they can effectively optimize, scale, and grow.
Top Customer Success Challenges
Here’s a look at the top business challenges we’re currently helping our Customer Success members across the globe solve:
Adoption Monitoring and Health Score
Key Performance Indicators (KPIs) for Customer Success
Best Practices for Establishing a Customer Success Organization
Customer Success Compensation Strategies
Expand to see more business challenges we can help you solve+
Adoption Monitoring and Health Score
How do we monitor usage and adoption in order to create actionable customer health scorecards?
Key Performance Indicators (KPIs) for Customer Success
What are the key metrics that a customer success organization should monitor?
Best Practices for Establishing a Customer Success Organization
How do we establish customer success capabilities within our organization?
Customer Success Compensation Strategies
What compensation models make sense for customer success managers and other functions within customer success?
Monetizing Customer Success Offerings
How do I create for-fee customer success offers that customers need and are willing to pay for?
Segmentation and Account Coverage
How do we determine which accounts require specific service resources, such as technical account managers and customer success managers and how are they individually used for joint efforts?
Funding a Customer Success Organization
What models do companies use to determine the funding of their customer success organization?
Customer Success for Partners
How do you enable and extend your customer success programs for channel partners?
Improve Customer Satisfaction
What processes and tools do we use to monitor, track, and improve customer experience?
Charters of Customer Success
What are the responsibilities of the customer success organization regarding adoption, expansion, and retention?
TSIA Can Help
Whether your company is still trying to answer the question, “What is customer success?” or you’re part of a mature Customer Success organization, TSIA can help you, your team, and your partners drive profitable growth.
Experience Our Research
Get a glimpse into our vault of board-ready data insight, thought leadership, best practices and
trends in customer success.
TSIA’s Customer Success research is backed by over one million data points, and covers topics like scaling customer success, monetizing customer success, key customer success metrics and KPIs, staffing a customer success organization, adoption and health monitoring, and more.
Double Author Test
Research Report
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.
Research Report
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.
Research Report
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.
Research Report
The State of Customer Success: 2020
A look at the state of customer success organizations, including the top issues facing CS executives and guidance on the top business challenges.
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Customer Success Funding Model
Funding Models for Customer Success Organizations
The Future of Customer Success: It's Dynamic!
Customer Success reached a tipping point in 2018. We see the existence of this organization and its set of capabilities in approximately 70% of . . .
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Attend a TSIA Conference
TSIA conferences offer extensive insight and actionable takeaways for those in the customer success community.
You’ll find sessions focused on:
- Operationalizing the customer journey
- Enabling digital customer success
- Accelerating customer success at scale
Experience Our Community
Join our community of customer success leaders.
Meet Our Customer Success Research Executives
This team of expert research executives heads up our customer success research practice.
Customer Success Advisory Board
This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.
Automation Anywhere
Steffen Low
SVP, Global Customer Success
Infor
Nancy Mattenberger
Executive VP & Global Chief Customer Officer
Google Cloud
Carlos Granda
VP of Global Customer Success
VMware
Meenu Agarwal
SVP and GM of Customer Success
TSIA Member Outcomes
Improving customer success performance.
See the impact TSIA is making on the tech industry by helping Customer Success organizations improve their performance.