Customer Success
Delight your customers to drive real business results
Create and implement a data-driven customer success strategy with the world’s largest library of customer success data, best practices, and more.
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Trusted by top Customer Success leaders everywhere
How can your TSIA Customer Success subscription help you today?
35%
Only 35% of customer success organizations have built an adoption framework.
57%
57% of customer success organizations have already operationalized the customer journey.
51%
51% of the tech industry monetizes customer success—want to learn the secrets to their success?
26%
Organizations see a 26% improvement in ARR when product management and customer success are closely aligned.
Customer success strategy
Design and build a customer success organization that aligns with your company's primary responsibilities.
Revenue opportunity management
Design and align your team to drive additional opportunities at any stage in the customer journey.
Customer success delivery
Create a customer journey with the customer in mind. Build an end-to-end engagement model for scale.
Success operations and analytics
TSIA has collected the best-in-class frameworks, key metrics, and dashboards for greater engagement and efficiency.
Customer experience
Creating a company ethos that puts the customer first. Developing the right teams and programs to drive customer success.
Adopt monetized customer success
Building customer offers that drive greater adoption while funding a self-sustaining business.
Critical insights to transform your customer success organization
Navigating tough economic times
Where to cut back
LAER efficiency
- Learn frameworks and best practices for efficient customer engagement throughout the entire life cycle journey.
Digital engagement
- Leverage digital capabilities for greater efficiencies before reducing human resources, while enhancing key CSM activities.
Data-driven compensation
- Use validated industry compensation data to avoid over-funding customer success roles in your organization.
Where to find revenue
Charter for expansion
- Understand how customer success teams responsible for expansion drive substantially higher growth.
Monetization strategies
- Align offers with customer needs to generate additional revenue for customer success.
Gain back lost revenue via proper alignment
- Spot and fix organizational misalignment to prevent revenue loss and transform losses into gains.
Staying ahead of the AI revolution
Automated customer onboarding
Deploy chatbots/virtual assistants for setup, account configuration, and initial usage, reducing human intervention.
Automated surveys and feedback analysis
Use AI to send automated surveys, gaining customer insights and identifying improvement areas with natural language processing.
Intelligent customer segmentation
Customize communications based on behavior, preferences, and usage patterns, optimizing the efficiency of customer success efforts.
Solutions designed with you in mind
Check out some of the biggest challenges we’re privileged to help our Customer Success subscribers solve
Check out TSIA’s latest and greatest insights
Proprietary data.
Real results.
From inquiry and expert guidance to data services, workshops, virtual advisory sessions, and interactive strategy reviews, we help you more efficiently align people, processes, and technology to your financial results.
Inquiry and expert guidance
Make informed decisions, identify gaps, and mitigate risk with the knowledge of our Research Experts.
Interactive strategy reviews
We’ll review and validate your strategies against proven data to help make sure your organization is on the right track.
Benchmarking
Track your organization against industry standards using a wealth of critical key performance indicators.
Virtual advisory sessions
Let our team customize a hyper-targeted plan for your organization, designed to tackle the challenges you’re facing right now.
Data services
Targeted quick polls and surveys showcase the latest industry trends so you can always see how your business compares.
The TSIA advantage
Efficiently tie people, process, and technology to your financial results with industry-validated best practices and guidance.
Understand what “good” looks like
Track the metrics that matter
Stay current on up-to-the-minute industry trends
See where the industry is headed
Tackle unique business challenges
Meet your research team
With over a century of collective experience, our research experts are here to make sure your business gets the most out of your Customer Success membership.
Darlene Kelly
Director of Customer Success Research
George Humphrey
Distinguished Vice President and Managing Director
Marc Troyan
Senior Director of Customer Success Research
Stephen Fulkerson
Vice President of Customer Success Research
Thomas Lah
Executive Director and Executive Vice President
Supported by expert analytics and insights teams
Our data and research analysts and industry insights teams are here to make sure your researchers have everything they need to help your business thrive.
Data Analysts
Skilled in automation, visualization, and data engineering, our data analysts scale and maintain TSIA’s data engines.
Research Analysts
Using rigorous statistical analysis, our research analysts identify and define the critical insights that fuel our research.
Data Journalists
Through data-driven storytelling and targeted interviews with member companies, our data journalists interpret and present our research analysts' findings.
“The Customer Success Benchmark has comparable, actional, and clear results tailored to our company’s current state and where we want to get to. TSIA’s Customer Success research practice has a lot of great insights for us to put to use right now!”
Jeff Todd
Director
“The TSIA Benchmarking process was such a valuable tool for us to continue to shape our customer success team. The output of this process gave us clear outside views of our current state and prioritized guidance of how we can continue to improve.”
Chip VonBurg
Chief Customer Officer
“Our benchmarking exercise with TSIA exceeded our expectations! The time and effort invested are well worth it. We are walking away with relevant and actionable recommendations to take our CS organization to the next level.”
Candy Rivera
Director, Customer Success Products
Transforming Customer Service and Closing the AI Trust Gap
Is your customer success organization ready for 2023? Are you investing in the right customer success capabilities?
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Essential resources to elevate your entire organization
Your free TSIA Portal account gives you access to the tailored insights, strategies, and tactics you need to grow your organization and career.
Join the conversation
We couldn’t do what we do without you. That’s why whether in-person, virtually, or both, we’re proud to connect you with a diverse and inclusive network of other industry professionals who have solved the same challenges you’re facing.
TECHtonic: The TSIA Podcast
Join host Thomas Lah as he discusses tried-and-true strategies companies need to employ to stay relevant, get profitable, and succeed in the ever-changing technology and services space.
