Customer Success Membership

Hit the Gas on Your Outcomes

Get access to data-driven insights.

Validate every move you make.

Connect with other customer success executives.

Nail your customer success strategy!

Empower your business by optimizing performance and maximizing profits with a Customer Success membership with TSIA!

Become a Member

It’s Not Just WHAT You Know, It’s WHO You Know

Connect with a community of customer success leaders that promotes knowledge sharing to solve common challenges. Our customer success community ranges from growing companies to some of the world’s largest enterprise companies that include:

laptop with graphics displayed on its screen

Every Move You Make, We Validate with Data!

TSIA is a for-profit industry association doing deep research in global technology services since 1999. We hold the largest vault of board-ready, contextualized data in the tech industry. We empower today’s customer success leaders with the facts they need to make informed business decisions and solve critical issues.

Become a Member

Membership Perks

Everything You Need to Get Ahead

Benchmarking with Executive Review

Get a thorough assessment of your business performance to identify areas for improvement and compare you against your peers and the customer success industry. This review includes a session with our customer success researchers who will help you interpret the data and findings and develop a plan to implement the results.

Advisory Blocks

Participate in a chosen workshop where your team will receive personalized advisory to solve critical business challenges, accelerate organizational capabilities, successfully transform business models, and optimize business performance.

Community Events

For best-practice sharing, engage with TSIA’s elite executive community through the member-to-member inquiry service, conferences (held twice annually), and TSIA Summits (both regional and virtual).

Dedicated Service

Your dedicated member success manager ensures you receive the most value from your membership by connecting TSIA research and expertise to your specific needs, facilitating member-to-member conversations, and proactively guiding you through your membership journey.

Member-Only Studies

Get access to key practices, reported on and delivered by the industry’s leading research executives.

Member Inquiry

Submit your questions to our research executives and promptly receive comprehensive research with personalized guidance.

TSIA Exchange is a community for product, sales, and services teams to navigate business challenges together.

Member Resource Center

Unlock our vault of data, research assets, webinars, and proven frameworks in the technology services industry.

Sign Me Up!

Real Data. Real Outcomes.

We Have the ROI: Economic Impact of Membership Customer Success

Services Revenues	%Impact	$1M	$5M	$10M	$25M	$50M	$100M	$250M	$500M
We Have the ROI: Economic Impact of Membership Customer Success
Renewal Rate	11%	$110,000	$550,000	$1.1M	$2.75M	$5.5M	$11M	$27.5M	$55M
Contract Discount Rate	5%	$50,000	$250,000	$500,000	$1.25M	$2.5M	$5M	$1.5M	$25M

TSIA ROI Case Study

Customer Journey Mapping

Member Challenge

The Customer Success organization within this Industrial Internet of Things Company analyzed their customer journey and identified gaps around customer adoption and outcomes. The customer backed insights identified an opportunity for coordinated ownership and accountability for managing success across the complete customer journey.

TSIA Recommendations and Resources Used

TSIA MEMBER INQUIRIES AND ADVISORY SERVICES

Leveraged the expertise of TSIA’s VP, Customer Success.

Research via email, phone, and in-person engagements.

TSIA RESEARCH AND BOOKS

Gathered learnings from TSIA’s Customer Success research, Technology-as-a-Service Playbook, and B4B.

TECHNOLOGY & SERVICES WORLD CONFERENCE

Received value through attending sessions and networking with peers.

TSIA BENCHMARK PROGRAM

Completed the Customer Success benchmark to identify areas of improvement.

Outcomes

They created a Customer Success Management Strategy and put a team of customer success managers in place to coordinate account teams across the customer journey, resulting in:

A significant improvement in net health scores from 19% to 76% while increasing account coverage.

Visibility into account health based on a data backed account analytics platform to highlight issues and opportunities.
A viable business model to support increased resourcing and tool/process enhancements.
An increased pipeline of reference customers based on value delivery and outcomes attainment.

TSIA ROI Case Study

Customer Success Journey Mapping

Member Challenge

This $50B Electronics and Equipment Manufacturer required an overhaul of their end-to-end service delivery. They had received a poor customer experience rating from one of their customers which lead to not being selected as the vendor of choice from a recent capital purchase with that customer.

TSIA Recommendations and Resources Used

TSIA ADVISORY WORKSHOP

TSIA moderated a 2-day Customer Journey Mapping workshop. Between the customer and the TSIA member, we were able to map all of the post-sale service touchpoints along with identifying more than 10 projects ranging from process changes to technology investments that would impact the customer experience.

Outcomes

CUSTOMER SUPPORT
ACTION PLAN

Created a list of process changes and formalized a plan of action based on every customer support ticket interaction.

OPTIMIZED TECHNOLOGY ADOPTION

Implemented changes in technology to increase telemetry generation, allowing more effective adoption from field service and customer success teams.

TICKETING SYSTEM
AUTOMATION

Created investment portfolio for an updated support and engineering ticketing system to automate manual processes.

TSIA ROI Case Study

Improving Social Communities

Member Challenge

This $7B Enterprise and Consumer Software Company had piloted internal and external communities to improve customer engagement with mixed success. Executives wanted to accelerate adoption and success rates for both community types.

TSIA Recommendations and Resources Used

TSIA MEMBER INQUIRY

TSIA research expert gave guidance about features of high-performance internal communities and use of micro-level analytics.

Outcomes

Successfully identified and prioritized communities’ efforts.
Currently implementing improvements to their internal communities designed to promote dialogue across hierarchical silos/levels.

TSIA ROI Case Study

Customer Success Becoming a Market Differentiator

Member Challenge

This $10B+ Hardware Company was struggling to find ways to differentiate in an increasingly competitive, rapidly commoditizing market. Executives believed that services could be a differentiator, but did not know how to build credibility internally and externally for their claim of world-class service.

TSIA Recommendations and Resources Used

TSIA CAPABILITIES ASSESSMENT PROGRAM

Underwent comprehensive, on-site audits by TSIA experts of their support operations, including assessments of operational, CSAT and financial performance. The audit included best practice procedures, tools for managing support organizations, and staff implementation. Findings also identified numerous opportunities for further improvement and differentiation, even though nothing was “broken.”

Outcomes

TSIA excellence in service operations icon

Achieved Excellence in Services Operations certification by TSIA. Through TSIA partnership, they also attained J.D. Power & Associates Certified Technical Service & Support status. An announcement was made by the CEO to the entire company, financial analysts, and key customers, and sales reps began adding pages to sales decks highlighting this achievement.

We Have the ROI: Economic Impact of Membership Customer Success

Services Revenues	%Impact	$1M	$5M	$10M	$25M	$50M	$100M	$250M	$500M
We Have the ROI: Economic Impact of Membership Customer Success
Renewal Rate	11%	$110,000	$550,000	$1.1M	$2.75M	$5.5M	$11M	$27.5M	$55M
Contract Discount Rate	5%	$50,000	$250,000	$500,000	$1.25M	$2.5M	$5M	$1.5M	$25M

TSIA ROI Case Study

Customer Journey Mapping

Member Challenge

TSIA Recommendations and Resources Used

TSIA MEMBER INQUIRIES AND ADVISORY SERVICES

Leveraged the expertise of TSIA’s VP, Customer Success.

Research via email, phone, and in-person engagements.

TSIA RESEARCH AND BOOKS

Gathered learnings from TSIA’s Customer Success research, Technology-as-a-Service Playbook, and B4B.

TECHNOLOGY & SERVICES WORLD CONFERENCE

Received value through attending sessions and networking with peers.

TSIA BENCHMARK PROGRAM

Completed the Customer Success benchmark to identify areas of improvement.

Outcomes

They created a Customer Success Management Strategy and put a team of customer success managers in place to coordinate account teams across the customer journey, resulting in:

A significant improvement in net health scores from 19% to 76% while increasing account coverage.

Visibility into account health based on a data backed account analytics platform to highlight issues and opportunities.
A viable business model to support increased resourcing and tool/process enhancements.
An increased pipeline of reference customers based on value delivery and outcomes attainment.

TSIA ROI Case Study

Customer Success Journey Mapping

Member Challenge

TSIA Recommendations and Resources Used

TSIA ADVISORY WORKSHOP

Outcomes

CUSTOMER SUPPORT
ACTION PLAN

Created a list of process changes and formalized a plan of action based on every customer support ticket interaction.

OPTIMIZED TECHNOLOGY ADOPTION

Implemented changes in technology to increase telemetry generation, allowing more effective adoption from field service and customer success teams.

TICKETING SYSTEM
AUTOMATION

Created investment portfolio for an updated support and engineering ticketing system to automate manual processes.

TSIA ROI Case Study

Improving Social Communities

Member Challenge

TSIA Recommendations and Resources Used

TSIA MEMBER INQUIRY

TSIA research expert gave guidance about features of high-performance internal communities and use of micro-level analytics.

Outcomes

Successfully identified and prioritized communities’ efforts.
Currently implementing improvements to their internal communities designed to promote dialogue across hierarchical silos/levels.

TSIA ROI Case Study

Customer Success Becoming a Market Differentiator

Member Challenge

TSIA Recommendations and Resources Used

TSIA CAPABILITIES ASSESSMENT PROGRAM

Outcomes

We Have the ROI: Economic Impact of Membership Customer Success

Services Revenues	%Impact	$1M	$5M	$10M	$25M	$50M	$100M	$250M	$500M
We Have the ROI: Economic Impact of Membership Customer Success
Renewal Rate	11%	$110,000	$550,000	$1.1M	$2.75M	$5.5M	$11M	$27.5M	$55M
Contract Discount Rate	5%	$50,000	$250,000	$500,000	$1.25M	$2.5M	$5M	$1.5M	$25M

Membership Outcomes

Don’t Take It From Us, Hear From Our Members

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