TSIA 2016 State of Customer Success

Customer success as a corporate practice and organizational entity continues to spread at a rapid pace across the technology industry. The TSIA 2015 Customer Success Baseline Survey showed that it is now becoming more of a common practice for firms to have a dedicated customer success organization. This makes sense when it is understood that moving customers consistently toward the achievement of their business goals necessitates the participation and coordination of specialized services and teams. It needs some mechanism or group to govern that process. That’s where we saw customer success land at the end of 2015, with it being increasingly seen as an all-encompassing, post-sales organizational capability.