The Customer Success Technology Stack

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Automation is Critical to Manage Renewals and Track Customer Consumption

Date: December 15, 2014

Author: John Ragsdale
Judith Platz

Description:
Technology is incredibly important to customer success organizations. Various platforms and applications are required to understand customer history, account contracts, entitlement, and consumption; to manage the renewals process; and to monitor product consumption. TIA has identified 10 separate application categories recommended for highly productive, scalable success teams, including core infrastructure technology, productivity tools, and tools to understand and track customer behavior and sentiment. In this report, TIA Research defines the recommended technology stack for customer success, as well as listing the top-installed vendors in each technology category. Customer success executives should understand which enabling technology components are already well adopted, as well as emerging tools that may provide a boost to operational and financial metrics.

Applicable Disciplines:
Customer Success and Support

Keywords:
Technology, CRM, knowledge management, KM, collaboration, remote control, customer success, consumption, multichannel

Functional Areas:
Operations;Service Delivery;Strategy

Markets:
Consumer Technologies;Enterprise IT and Telecommunications;Healthcare and Healthcare IT;Industrial Automation