Date: December 16, 2014

Author: Judith Platz
Thomas Lah

In August of 2014, TIA opened up a 40 question survey to the TIA community. The objective of the survey was to establish a baseline regarding fundamental practices and performance metrics related to the customer success function. The survey collected data on key performance metrics and also tested critical practices related to delivering customer success offers. Based on the data collected, TIA has created and shared seven recommendations for optiminzing an emerging customer success function.

Applicable Disciplines:
Education Services;Field Services;Professional Services;Customer Success and Support;Service Revenue Generation-Recurring;Managed Services

Customer Success; CSM Compensation; Customer Success offers; adoption; adoption framework

Functional Areas:
Research;Service Delivery;Strategy

Consumer Technologies;Enterprise IT and Telecommunications;Healthcare and Healthcare IT;Industrial Automation;Other