In TSIA’s 2014 Customer Success Baseline Survey, we set out to discover what key practices companies are using to drive customer success delivery and performance. Using industry responses, we were able to identify three distinct profiles of customer success organizations (CSOs) as well as establishing a baseline set of performance results and metrics.
In addition to TSIA’s Customer Success Baseline Survey, TSIA continues to benchmark member Support Services organizations, and these combined results continue to identify the main challenges services organizations are currently facing, including customer satisfaction metrics, support organizational structures, support channel mix, and key performance indicators.
This infographic outlines how top-performing technology companies are rising to meet these challenges by reforming critical points in their support delivery process. How well optimized is your support organization for customer success?
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Join me at TSW Service Transformations for my Power Hour session, “The Key Capabilities of Customer Success,” where I will discuss the unique capabilities of the customer success function, where these capabilities already exist in a typical technology company, and how your business can make the transition from a “support” organization to a “support and success” organization.
About the Author
Judith Platz is vice president of research, Customer Success and Support Services, for TSIA. During her over 25 years of customer support experience, she has been responsible for supervising and coordinating multiple functional, strategic, organizational development and technical work streams, including technical support, account management, business consulting, implementation management, and training. Judith can be contacted at email@example.com.