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for-mega-menu">CRO Council</h3><div class="text-size-small opacity-75">A research-driven executive community focused on growing and optimizing XaaS revenue across the customer lifecycle.</div></div></a><a href="/research-area/customer-growth-and-renewal" class="mega-menu_nav-item w-inline-block"><div class="mega-menu_nav-icon w-embed"><svg width="auto" height="auto" viewBox="0 0 28 28" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M5.875 20.4375C5.875 20.9844 6.26562 21.375 6.8125 21.375H23.0625C23.5703 21.375 24 21.8047 24 22.3125C24 22.8594 23.5703 23.25 23.0625 23.25H6.8125C5.25 23.25 4 22 4 20.4375V6.6875C4 6.17969 4.39062 5.75 4.9375 5.75C5.44531 5.75 5.875 6.17969 5.875 6.6875V20.4375ZM17.4375 9.5H21.8125C22.3203 9.5 22.75 9.92969 22.75 10.4375V14.8125C22.75 15.3594 22.3203 15.75 21.8125 15.75C21.2656 15.75 20.875 15.3594 20.875 14.8125V12.7031L16.5 17.0391C16.1484 17.4297 15.5625 17.4297 15.2109 17.0391L12.0859 13.9531L9.625 16.4141C9.27344 16.8047 8.6875 16.8047 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class="text-size-small opacity-75">Make the most of learning content, programs, and offers in order to drive product adoption, expansion, and renewal.</div></div></a></div><div class="mega-menu_nav-row"><a id="w-node-_06086e6a-1f81-1478-688b-685427f67ef6-9ce5be8d" href="/research-area/executive-leadership" class="mega-menu_nav-item display-none w-inline-block"><div class="mega-menu_nav-icon w-embed"><svg width="29" height="28" viewBox="0 0 29 28" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.8125 7.9375C4.8125 7.15625 5.20312 6.45312 5.90625 6.0625C6.57031 5.67188 7.39062 5.67188 8.09375 6.0625C8.75781 6.45312 9.1875 7.15625 9.1875 7.9375C9.1875 8.75781 8.75781 9.46094 8.09375 9.85156C7.39062 10.2422 6.57031 10.2422 5.90625 9.85156C5.20312 9.46094 4.8125 8.75781 4.8125 7.9375ZM4.5 14.1094C4.10937 14.5391 3.875 15.125 3.875 15.75C3.875 16.4141 4.10937 17 4.5 17.4297V14.1094ZM10.125 12.1953C8.95312 13.2109 8.25 14.7344 8.25 16.375C8.25 17.7422 8.71875 18.9531 9.5 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10.4375 21.8125 10.125 21.5 10.125H18.0625H9.9375H6.5C6.14844 10.125 5.875 10.4375 5.875 10.75V14.5H11.5Z" fill="url(#paint1_linear_3380_361)"/> <defs> <linearGradient id="paint0_linear_3380_361" x1="26.1714" y1="18.75" x2="9.65882" y2="3.53368" gradientUnits="userSpaceOnUse"> <stop stop-color="#B83CA8"/> <stop offset="0.417965" stop-color="#603CB8"/> <stop offset="1" stop-color="#008CCC"/> </linearGradient> <linearGradient id="paint1_linear_3380_361" x1="-2.12114" y1="26.592" x2="25.4629" y2="-3.73" gradientUnits="userSpaceOnUse"> <stop stop-color="#0053DB"/> <stop offset="0.489583" stop-color="#732EE4"/> <stop offset="1" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div><div class="mega-menu_nav-text"><h3 class="title-size-medium for-mega-menu">Professional Services</h3><div class="text-size-small opacity-75">Optimize your business with formalized charter and strategy and delivering solutions with efficient operations.</div></div></a><a 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class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b90026efde00838ae3f5d9_image_logo-cisco.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65c4d1d0c0c2ff01bd3ce8a1_image_logo-crowdstrike.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b90026e4c805f789ad8424_image_logo-dell.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65c4d1d2e17827488ddb73d5_image_logo-fortinet.webp" loading="eager" alt="" class="company-logos_image"/></div></div><div class="company-logos_list"><div class="company-logos_item is-second"><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b90027216c13ea5fe1f0d4_image_logo-gainsight.webp" loading="eager" alt="" class="company-logos_image"/><img 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alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b90028d684b418252bdb9e_image_logo-microsoft.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b90028f9cb90990cd73335_image_logo-rockwell.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b9002d8f397dc7669d1c97_image_logo-servicenow.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b9002c6822f2a3a8e7d0ea_image_logo-workday.webp" loading="eager" alt="" class="company-logos_image"/></div><div class="company-logos_item is-second"><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b90027216c13ea5fe1f0d4_image_logo-gainsight.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b9002717fa11bb50cc4414_image_logo-google-cloud.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b9002768d02d53e80c337b_image_logo-hp.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65c4d1a8d71eee3a9efdc1de_image_logo-hitachi.webp" loading="eager" srcset="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65c4d1a8d71eee3a9efdc1de_image_logo-hitachi-p-500.png 500w, https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65c4d1a8d71eee3a9efdc1de_image_logo-hitachi.webp 793w" alt="" sizes="(max-width: 479px) 58vw, (max-width: 767px) 29vw, (max-width: 991px) 28vw, (max-width: 1439px) 23vw, 17vw" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b900275bd9f1f8e72e5147_image_logo-ibm.png" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b90028d684b418252bdb9e_image_logo-microsoft.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b90028f9cb90990cd73335_image_logo-rockwell.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b9002d8f397dc7669d1c97_image_logo-servicenow.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b9002c6822f2a3a8e7d0ea_image_logo-workday.webp" loading="eager" alt="" class="company-logos_image"/></div><div class="company-logos_item is-second"><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b90027216c13ea5fe1f0d4_image_logo-gainsight.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b9002717fa11bb50cc4414_image_logo-google-cloud.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b9002768d02d53e80c337b_image_logo-hp.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65c4d1a8d71eee3a9efdc1de_image_logo-hitachi.webp" loading="eager" srcset="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65c4d1a8d71eee3a9efdc1de_image_logo-hitachi-p-500.png 500w, https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65c4d1a8d71eee3a9efdc1de_image_logo-hitachi.webp 793w" alt="" sizes="(max-width: 479px) 58vw, (max-width: 767px) 29vw, (max-width: 991px) 28vw, (max-width: 1439px) 23vw, 17vw" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b900275bd9f1f8e72e5147_image_logo-ibm.png" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b90028d684b418252bdb9e_image_logo-microsoft.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b90028f9cb90990cd73335_image_logo-rockwell.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b9002d8f397dc7669d1c97_image_logo-servicenow.webp" loading="eager" alt="" class="company-logos_image"/><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b9002c6822f2a3a8e7d0ea_image_logo-workday.webp" loading="eager" alt="" class="company-logos_image"/></div></div><div class="w-embed"><style> @keyframes scroll { from { transform: translateX(0); } to { transform: translateX(-100%); } } .company-logos_item { animation: scroll 32s linear infinite; } .company-logos_list:hover > .company-logos_item { animation-play-state: paused; } @keyframes scroll-2 { from { transform: translateX(-100%); } to { transform: translateX(0%); } } .company-logos_item.is-second { animation: scroll-2 32s linear infinite; } @media only screen and (max-width: 768px) { .company-logos_list:hover > .company-logos_item { animation-play-state: unset; } } </style></div></div></div><div class="section-border border-gradient-stroke"></div></section><section class="section_research-benefit"><div class="padding-global"><div class="container-large"><div class="padding-section-large"><div class="research-benefit_component"><h2>How can your TSIA Customer Success subscription help you today?</h2><div class="research-benefit_stat-list"><div id="w-node-aeebd83f-2a64-44c2-4a54-eee141f8d89d-ab980a1b" class="research-benefit_stat-item"><div class="research-benefit_stat-number background-gradient-research"><div class="heading-style-h2">35%</div></div><h3 class="heading-style-xsmall">Only 35% of customer success organizations have built an adoption framework.</h3></div><div id="w-node-d39ead23-8c5c-a0ed-fd6d-9b9a79d2edc9-ab980a1b" class="research-benefit_stat-item"><div class="research-benefit_stat-number background-gradient-research"><div class="heading-style-h2">57%</div></div><h3 class="heading-style-xsmall">57% of customer success organizations have already operationalized the customer journey.</h3></div><div id="w-node-_89a3f40b-033d-1eee-5230-10ba84fecda4-ab980a1b" class="research-benefit_stat-item"><div class="research-benefit_stat-number background-gradient-research"><div class="heading-style-h2">51%</div></div><h3 class="heading-style-xsmall">51% of the tech industry monetizes customer success—want to learn the secrets to their success?</h3></div><div id="w-node-b40eab9f-874e-aed8-b14f-2a364df050d1-ab980a1b" class="research-benefit_stat-item"><div class="research-benefit_stat-number background-gradient-research"><div class="heading-style-h2">26%</div></div><h3 class="heading-style-xsmall">Organizations see a 26% improvement in ARR when product management and customer success are closely aligned.</h3></div></div><div class="research-benefit_list"><a id="w-node-bd365c8c-3b55-8461-b9e0-3693ca67356f-ab980a1b" href="https://portal.tsia.com/search?query=Customer+success+strategy&researchPractices=Customer+Success&page=1&page=1&access=true" target="_blank" class="research_pillar_link_block w-inline-block"><div id="w-node-bf4a4fae-4a79-a8d2-2c6c-10826103ee37-ab980a1b" class="research-benefit_item shadow_elevation-3"><div class="research_pillar_wrapper"><div class="research-benefit_icon-wrapper background-gradient-research-light"><div class="research-benefit_icon w-embed"><svg width="auto" height="100%" viewBox="0 0 60 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.9375 25.5L9.75 17.0625C9.65625 16.875 9.65625 16.6875 9.65625 16.5C9.65625 15.6562 10.3125 15 11.1562 15H16.5V12H15C14.1562 12 13.5 11.3438 13.5 10.5C13.5 9.75 14.1562 9 15 9H16.5V7.5C16.5 6.75 17.1562 6 18 6C18.75 6 19.5 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49.125C29.625 49.4062 30 49.875 30 50.4375V52.5C30 53.3438 29.25 54 28.5 54H7.5C6.65625 54 6 53.3438 6 52.5V50.4375C6 49.875 6.28125 49.4062 6.75 49.125L9 48V46.5C9 45.75 9.65625 45 10.5 45H25.5C26.25 45 27 45.75 27 46.5V48L29.1562 49.125ZM53.1562 49.125C53.625 49.4062 54 49.875 54 50.4375V52.5C54 53.3438 53.25 54 52.5 54H34.5C33.6562 54 33 53.3438 33 52.5V50.4375C33 49.875 33.2812 49.4062 33.75 49.125L36 48V46.5C36 45.75 36.6562 45 37.5 45H49.5C50.25 45 51 45.75 51 46.5V48L53.1562 49.125Z" fill="url(#paint0_linear_1087_6631)"/> <defs> <linearGradient id="paint0_linear_1087_6631" x1="8.55556" y1="62.2623" x2="64.0534" y2="15.2433" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div></div><div class="padding-top padding-xsmall"><h3 class="heading-style-xsmall">Customer success strategy</h3></div><div class="text-size-regular text-color-darkblue-light">Design and build a customer success organization that aligns with your company's primary responsibilities.</div></div><div class="button-text"><strong>Read the research</strong> <span class="fa-icon"></span></div></div></a><a id="w-node-dc96b2e2-12ac-c441-acd2-c875fd171e24-ab980a1b" href="https://portal.tsia.com/search?query=Revenue+opportunity+management&researchPractices=Customer+Success&page=1&access=true" target="_blank" class="research_pillar_link_block w-inline-block"><div id="w-node-bf4a4fae-4a79-a8d2-2c6c-10826103ee3f-ab980a1b" class="research-benefit_item shadow_elevation-3"><div class="research_pillar_wrapper"><div class="research-benefit_icon-wrapper background-gradient-research-light"><div class="research-benefit_icon w-embed"><svg width="auto" height="100%" viewBox="0 0 60 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M32.25 8.25V12H46.5C48.9375 12 51 14.0625 51 16.5V22.5C51 25.0312 48.9375 27 46.5 27H32.25V33H40.5C42.9375 33 45 35.0625 45 37.5V43.5C45 46.0312 42.9375 48 40.5 48H32.25V51.75C32.25 53.0625 31.2188 54 30 54C28.6875 54 27.75 53.0625 27.75 51.75V48H19.5C16.9688 48 15 46.0312 15 43.5V37.5C15 35.0625 16.9688 33 19.5 33H27.75V27H13.5C10.9688 27 9 25.0312 9 22.5V16.5C9 14.0625 10.9688 12 13.5 12H27.75V8.25C27.75 7.03125 28.6875 6 30 6C31.2188 6 32.25 7.03125 32.25 8.25Z" fill="url(#paint0_linear_1087_6636)"/> <defs> <linearGradient id="paint0_linear_1087_6636" x1="8.55556" y1="62.2623" x2="64.0534" y2="15.2433" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div></div><div class="padding-top padding-xsmall"><h3 class="heading-style-xsmall">Revenue opportunity management</h3></div><div class="text-size-regular text-color-darkblue-light">Design and align your team to drive additional opportunities at any stage in the customer journey.</div></div><div class="button-text"><strong>Read the research</strong> <span class="fa-icon"></span></div></div></a><a id="w-node-b3aa2aff-2f53-144c-11ac-7b4879ec9ce1-ab980a1b" href="https://portal.tsia.com/search?query=Customer+success+delivery&researchPractices=Customer+Success&page=1&access=true" target="_blank" class="research_pillar_link_block w-inline-block"><div id="w-node-bf4a4fae-4a79-a8d2-2c6c-10826103ee47-ab980a1b" class="research-benefit_item shadow_elevation-3"><div><div class="research-benefit_icon-wrapper background-gradient-research-light"><div class="research-benefit_icon w-embed"><svg width="auto" height="100%" viewBox="0 0 60 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M27 15C27 16.6875 28.3125 18 30 18C31.5938 18 33 16.6875 33 15V9H39.9375C42.4688 9 44.8125 10.6875 45.6562 13.0312L56.625 44.25C56.8125 44.7188 57 45.375 57 45.9375C57 48.75 54.6562 51 51.8438 51H33V45C33 43.4062 31.5938 42 30 42C28.3125 42 27 43.4062 27 45V51H8.0625C5.25 51 3 48.75 3 45.9375C3 45.375 3.09375 44.7188 3.28125 44.25L14.25 13.0312C15.0938 10.6875 17.4375 9 19.9688 9H26.9062L27 15ZM33 27C33 25.4062 31.5938 24 30 24C28.3125 24 27 25.4062 27 27V33C27 34.6875 28.3125 36 30 36C31.5938 36 33 34.6875 33 33V27Z" fill="url(#paint0_linear_1087_6641)"/> <defs> <linearGradient id="paint0_linear_1087_6641" x1="8.55556" y1="62.2623" x2="64.0534" y2="15.2433" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div></div><div class="padding-top padding-xsmall"><h3 class="heading-style-xsmall">Customer success delivery</h3></div><div class="text-size-regular text-color-darkblue-light">Create a customer journey with the customer in mind. Build an end-to-end engagement model for scale.</div></div><div class="button-text"><strong>Read the research</strong> <span class="fa-icon"></span></div></div></a><a id="w-node-_48563d5f-f80f-a44b-6c4f-487b351e7b71-ab980a1b" href="https://portal.tsia.com/search?query=Success+operations+and+analytics&researchPractices=Customer+Success&page=1&access=true" target="_blank" class="research_pillar_link_block w-inline-block"><div id="w-node-bf4a4fae-4a79-a8d2-2c6c-10826103ee4f-ab980a1b" class="research-benefit_item shadow_elevation-3"><div class="research_pillar_wrapper"><div class="research-benefit_icon-wrapper background-gradient-research-light"><div class="research-benefit_icon w-embed"><svg width="auto" height="100%" viewBox="0 0 60 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M54 30C54 43.3125 43.2188 54 30 54C16.6875 54 6 43.3125 6 30C6 16.7812 16.6875 6 30 6C43.2188 6 54 16.7812 54 30ZM32.25 33.4688V14.25C32.25 13.0312 31.2188 12 30 12C28.6875 12 27.75 13.0312 27.75 14.25V33.4688C25.5 34.4062 24 36.5625 24 39C24 42.375 26.625 45 30 45C33.2812 45 36 42.375 36 39C36 36.5625 34.4062 34.4062 32.25 33.4688ZM19.5 22.5C21.0938 22.5 22.5 21.1875 22.5 19.5C22.5 17.9062 21.0938 16.5 19.5 16.5C17.8125 16.5 16.5 17.9062 16.5 19.5C16.5 21.1875 17.8125 22.5 19.5 22.5ZM15 27C13.3125 27 12 28.4062 12 30C12 31.6875 13.3125 33 15 33C16.5938 33 18 31.6875 18 30C18 28.4062 16.5938 27 15 27ZM45 33C46.5938 33 48 31.6875 48 30C48 28.4062 46.5938 27 45 27C43.3125 27 42 28.4062 42 30C42 31.6875 43.3125 33 45 33ZM40.5 16.5C38.8125 16.5 37.5 17.9062 37.5 19.5C37.5 21.1875 38.8125 22.5 40.5 22.5C42.0938 22.5 43.5 21.1875 43.5 19.5C43.5 17.9062 42.0938 16.5 40.5 16.5Z" fill="url(#paint0_linear_1087_6646)"/> <defs> <linearGradient id="paint0_linear_1087_6646" x1="8.55556" y1="62.2623" x2="64.0534" y2="15.2433" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div></div><div class="padding-top padding-xsmall"><h3 class="heading-style-xsmall">Success operations and analytics</h3></div><div class="text-size-regular text-color-darkblue-light">TSIA has collected the best-in-class frameworks, key metrics, and dashboards for greater engagement and efficiency.</div></div><div class="button-text"><strong>Read the research</strong> <span class="fa-icon"></span></div></div></a><a id="w-node-d3e2f136-e7a3-b299-5ebe-4ab4c457a480-ab980a1b" href="https://portal.tsia.com/search?query=Customer+experience&researchPractices=Customer+Success&page=1&access=true" target="_blank" class="research_pillar_link_block w-inline-block"><div id="w-node-bf4a4fae-4a79-a8d2-2c6c-10826103ee57-ab980a1b" class="research-benefit_item shadow_elevation-3"><div class="research_pillar_wrapper"><div class="research-benefit_icon-wrapper background-gradient-research-light"><div class="research-benefit_icon w-embed"><svg width="auto" height="100%" viewBox="0 0 60 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M30 54C21.375 54 13.5 49.5 9.1875 42C4.875 34.5938 4.875 25.5 9.1875 18C13.5 10.5938 21.375 6 30 6C38.5312 6 46.4062 10.5938 50.7188 18C55.0312 25.5 55.0312 34.5938 50.7188 42C46.4062 49.5 38.5312 54 30 54ZM21.375 36.5625C20.8125 35.9062 19.875 35.9062 19.2188 36.375C18.5625 36.9375 18.5625 37.875 19.0312 38.5312C21.1875 40.9688 24.75 43.5 30 43.5C35.1562 43.5 38.7188 40.9688 40.875 38.5312C41.3438 37.875 41.3438 36.9375 40.6875 36.375C40.0312 35.9062 39.0938 35.9062 38.5312 36.5625C36.9375 38.5312 34.0312 40.5 30 40.5C25.875 40.5 23.0625 38.5312 21.375 36.5625ZM19.5 25.5C19.5 27.1875 20.8125 28.5 22.5 28.5C24.1875 28.5 25.5 27.1875 25.5 25.5C25.5 23.9062 24.1875 22.5 22.5 22.5C20.8125 22.5 19.5 23.9062 19.5 25.5ZM37.5 22.5C35.8125 22.5 34.5 23.9062 34.5 25.5C34.5 27.1875 35.8125 28.5 37.5 28.5C39.1875 28.5 40.5 27.1875 40.5 25.5C40.5 23.9062 39.1875 22.5 37.5 22.5Z" fill="url(#paint0_linear_1087_6651)"/> <defs> <linearGradient id="paint0_linear_1087_6651" x1="8.55556" y1="62.2623" x2="64.0534" y2="15.2433" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div></div><div class="padding-top padding-xsmall"><h3 class="heading-style-xsmall">Customer experience</h3></div><div class="text-size-regular text-color-darkblue-light">Creating a company ethos that puts the customer first. Developing the right teams and programs to drive customer success.</div></div><div class="button-text"><strong>Read the research</strong> <span class="fa-icon"></span></div></div></a><a id="w-node-e58b9fbc-d491-4571-b447-5dc346ce6c5a-ab980a1b" href="https://portal.tsia.com/search?query=Adopt+monetized+customer+success&researchPractices=Customer+Success&page=1&access=true" target="_blank" class="research_pillar_link_block w-inline-block"><div id="w-node-bf4a4fae-4a79-a8d2-2c6c-10826103ee5f-ab980a1b" class="research-benefit_item shadow_elevation-3"><div class="research_pillar_wrapper"><div class="research-benefit_icon-wrapper background-gradient-research-light"><div class="research-benefit_icon w-embed"><svg width="auto" height="100%" viewBox="0 0 60 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M51 12C54.2812 12 57 14.7188 57 18V42C57 45.375 54.2812 48 51 48H9C5.625 48 3 45.375 3 42V18C3 14.7188 5.625 12 9 12H51ZM28.5 24C27.6562 24 27 24.75 27 25.5C27 26.3438 27.6562 27 28.5 27H49.5C50.25 27 51 26.3438 51 25.5C51 24.75 50.25 24 49.5 24H28.5ZM28.5 36H49.5C50.25 36 51 35.3438 51 34.5C51 33.75 50.25 33 49.5 33H28.5C27.6562 33 27 33.75 27 34.5C27 35.3438 27.6562 36 28.5 36ZM18.375 21C18.375 19.9688 17.5312 19.125 16.4062 19.125C15.375 19.125 14.5312 19.9688 14.5312 21V21.5625C14.0625 21.75 13.5 21.8438 13.125 22.125C11.7188 22.6875 10.5 23.9062 10.125 25.5938C10.0312 26.5312 10.125 27.4688 10.5 28.3125C10.875 29.1562 11.5312 29.7188 12.0938 30.1875C13.2188 30.9375 14.625 31.3125 15.75 31.6875H15.9375C17.25 32.1562 18.0938 32.4375 18.6562 32.8125C18.9375 33 19.0312 33.0938 19.0312 33.1875C19.0312 33.2812 19.125 33.4688 19.0312 33.8438C19.0312 34.125 18.8438 34.4062 18.2812 34.6875C17.7188 34.875 16.7812 34.9688 15.5625 34.7812C15 34.6875 14.0625 34.4062 13.125 34.125C12.9375 34.0312 12.75 33.9375 12.5625 33.8438C11.5312 33.5625 10.5 34.125 10.2188 35.0625C9.84375 36.0938 10.4062 37.125 11.3438 37.4062C11.4375 37.5 11.625 37.5 11.8125 37.5938C12.4688 37.875 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stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div></div><div class="padding-top padding-xsmall"><h3 class="heading-style-xsmall">Adopt monetized customer success</h3></div><div class="text-size-regular text-color-darkblue-light">Building customer offers that drive greater adoption while funding a self-sustaining business.</div></div><div class="button-text"><strong>Read the research</strong> <span class="fa-icon"></span></div></div></a></div></div></div></div></div><div class="section-border border-gradient-inverse"></div></section><section class="section_research-economic background-colour-dark"><div class="padding-global"><div class="container-large"><div class="padding-section-large"><div class="research-economic_component"><h2 class="text-color-white">Critical insights to transform your customer success organization</h2><div class="research-economic_group"><h3 class="text-color-white">Navigating tough economic times</h3><div class="research-economic_list"><div id="w-node-_228c47af-ccca-4ab1-bec7-a31f17a5546d-ab980a1b" class="research-economic_block"><div class="research-economic_header"><div class="research-economic_icon w-embed"><svg width="auto" height="auto" viewBox="0 0 60 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M30 24L43.125 10.875C45.8438 8.15625 50.0625 8.15625 52.7813 10.875C53.4375 11.5312 53.4375 12.5625 52.7813 13.2187L26.25 39.75C26.7188 40.9687 27 42.1875 27 43.5C27 49.3125 22.2188 54 16.5 54C10.6875 54 6 49.3125 6 43.5C6 37.7812 10.6875 33 16.5 33C17.8125 33 19.0313 33.2812 20.25 33.75L24 30L20.25 26.3437C19.0313 26.8125 17.8125 27 16.5 27C10.6875 27 6 22.3125 6 16.5C6 10.7812 10.6875 6 16.5 6C22.2188 6 27 10.7812 27 16.5C27 17.9062 26.7188 19.125 26.25 20.3437L30 24ZM32.0625 38.1562L38.0625 32.1562L52.7813 46.875C53.4375 47.5312 53.4375 48.5625 52.7813 49.2188C50.0625 51.9375 45.8438 51.9375 43.125 49.2188L32.0625 38.1562ZM12 16.5C12 18.1875 12.8438 19.5937 14.25 20.4375C15.5625 21.2812 17.3438 21.2812 18.75 20.4375C20.0625 19.5937 21 18.1875 21 16.5C21 14.9062 20.0625 13.5 18.75 12.6562C17.3438 11.8125 15.5625 11.8125 14.25 12.6562C12.8438 13.5 12 14.9062 12 16.5ZM16.5 39C14.8125 39 13.4063 39.9375 12.5625 41.25C11.7188 42.6562 11.7188 44.4375 12.5625 45.75C13.4063 47.1562 14.8125 48 16.5 48C18.0938 48 19.5 47.1562 20.3438 45.75C21.1875 44.4375 21.1875 42.6562 20.3438 41.25C19.5 39.9375 18.0938 39 16.5 39Z" fill="white"/> </svg></div><h4 class="heading-style-h4">Where to cut back</h4></div><div class="research-economic_item"><h5 class="heading-style-xsmall text-on-dark">LAER efficiency</h5><ul role="list"><li class="text-on-dark">Learn frameworks and best practices for efficient customer engagement throughout the entire life cycle journey.</li></ul></div><div class="research-economic_item"><h5 class="heading-style-xsmall text-on-dark">Digital engagement</h5><ul role="list"><li class="text-on-dark">Leverage digital capabilities for greater efficiencies before reducing human resources, while enhancing key CSM activities.</li></ul></div><div class="research-economic_item"><h5 class="heading-style-xsmall text-on-dark">Data-driven compensation</h5><ul role="list"><li class="text-on-dark">Use validated industry compensation data to avoid over-funding customer success roles in your organization.</li></ul></div></div><div id="w-node-_228c47af-ccca-4ab1-bec7-a31f17a55484-ab980a1b" class="research-economic_block"><div class="research-economic_header"><div class="research-economic_icon w-embed"><svg width="auto" height="auto" viewBox="0 0 63 50" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M0 23.4375C0 25.1953 1.39487 26.8164 3.73591 28.1152C3.91149 28.2129 4.08707 28.3105 4.2724 28.3984C7.71568 30.1367 12.9147 31.2402 18.7283 31.2402C24.3761 31.2402 29.4483 30.1953 32.8819 28.5449C33.9548 26.2988 35.496 24.3164 37.3884 22.7441C37.0665 21.2305 35.7106 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36.2598C54.3414 36.8652 53.3465 36.8652 52.7417 36.2598L49.9422 33.457V42.1875C49.9422 43.0469 49.2399 43.75 48.3815 43.75C47.5231 43.75 46.8208 43.0469 46.8208 42.1875V33.457L44.0213 36.2598C43.4165 36.8652 42.4216 36.8652 41.8168 36.2598C41.2121 35.6543 41.2121 34.6582 41.8168 34.0527Z" fill="white"/> </svg></div><h4 class="heading-style-h4">Where to find revenue</h4></div><div class="research-economic_item"><h5 class="heading-style-xsmall text-on-dark">Charter for expansion</h5><ul role="list"><li class="text-on-dark">Understand how customer success teams responsible for expansion drive substantially higher growth.</li></ul></div><div class="research-economic_item"><h5 class="heading-style-xsmall text-on-dark">Monetization strategies</h5><ul role="list"><li class="text-on-dark">Align offers with customer needs to generate additional revenue for customer success.</li></ul></div><div class="research-economic_item"><h5 class="heading-style-xsmall text-on-dark">Gain back lost revenue via proper alignment</h5><ul role="list"><li class="text-on-dark">Spot and fix organizational misalignment to prevent revenue loss and transform losses into gains.</li></ul></div></div></div><div class="align-center"><a href="https://portal.tsia.com/sign-up" target="_blank" class="button is-secondary is-xlarge w-inline-block"><div class="label-size-xlarge button-text">Get more insights</div></a></div></div><div class="research-economic_group"><h3 class="text-color-white">Staying ahead of the AI revolution</h3><div class="research-economic_list for-bottom"><div id="w-node-_228c47af-ccca-4ab1-bec7-a31f17a554a3-ab980a1b" class="research-economic_block for-bottom"><div class="research-economic_icon w-embed"><svg width="auto" height="auto" viewBox="0 0 61 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M40.1771 51.2812V52.125C40.1771 52.6875 40.2708 53.1562 40.4583 53.625C40.0833 53.9062 39.6146 54 39.0521 54H3.52081C1.73956 54 0.333313 52.5938 0.333313 50.8125C0.333313 41.8125 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53.8646 30.75L56.3021 29.3438C56.5833 29.1562 56.9583 29.25 57.1458 29.4375C58.5521 31.0312 59.5833 32.8125 60.2396 34.875C60.3333 35.1562 60.2396 35.5312 59.9583 35.625L57.5208 37.0312C57.8021 38.3438 57.8021 39.75 57.5208 41.0625ZM46.8333 43.5938C49.2708 43.5938 51.3333 41.5312 51.3333 39C51.3333 36.5625 49.2708 34.5 46.8333 34.5C44.3021 34.5 42.2396 36.5625 42.2396 39C42.2396 41.5312 44.3021 43.5938 46.8333 43.5938Z" fill="url(#paint0_linear_3284_7050)" fill-opacity="0.06"/> <defs> <linearGradient id="paint0_linear_3284_7050" x1="-1.90897" y1="60.2207" x2="70.5803" y2="51.5091" gradientUnits="userSpaceOnUse"> <stop stop-color="#0053DB"/> <stop offset="0.489583" stop-color="#732EE4"/> <stop offset="1" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div><div class="research-economic_item"><h4 class="heading-style-xsmall text-on-dark">Automated customer onboarding</h4><div>Deploy chatbots/virtual assistants for setup, account configuration, and initial usage, reducing human intervention.</div></div></div><div id="w-node-_228c47af-ccca-4ab1-bec7-a31f17a554aa-ab980a1b" class="research-economic_block for-bottom"><div class="research-economic_icon w-embed"><svg width="auto" height="auto" viewBox="0 0 60 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M30 6C33.8437 6 37.2187 8.53125 38.4375 12H42C45.2812 12 48 14.7188 48 18V48C48 51.375 45.2812 54 42 54H18C14.625 54 12 51.375 12 48V18C12 14.7188 14.625 12 18 12H21.4687C22.6875 8.53125 26.0625 6 30 6ZM30 12C28.3125 12 27 13.4062 27 15C27 16.6875 28.3125 18 30 18C31.5937 18 33 16.6875 33 15C33 13.4062 31.5937 12 30 12ZM29.5312 24.4688C28.9687 23.9062 27.9375 23.9062 27.375 24.4688L22.5 29.4375L20.5312 27.4688C19.9687 26.9062 18.9375 26.9062 18.375 27.4688C17.8125 28.0312 17.8125 29.0625 18.375 29.625L21.375 32.625C21.9375 33.1875 22.9687 33.1875 23.5312 32.625L29.5312 26.625C30.0937 26.0625 30.0937 25.0312 29.5312 24.4688ZM30 31.5C30 32.3438 30.6562 33 31.5 33H40.5C41.25 33 42 32.3438 42 31.5C42 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improvement areas with natural language processing.</div></div></div><div id="w-node-_228c47af-ccca-4ab1-bec7-a31f17a554b1-ab980a1b" class="research-economic_block for-bottom"><div class="research-economic_icon w-embed"><svg width="auto" height="auto" viewBox="0 0 61 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M45.198 22.5C45.7605 23.4375 45.7605 24.5625 45.198 25.5C44.7292 26.4375 43.698 27 42.6667 27H24.6667C23.5417 27 22.5105 26.4375 22.0417 25.5C21.4792 24.5625 21.4792 23.4375 22.0417 22.5L31.0417 7.5C31.6042 6.5625 32.5417 6 33.6667 6C34.698 6 35.6355 6.5625 36.198 7.5L45.198 22.5ZM33.6667 35.25C33.6667 33.1875 35.2605 31.5 37.4167 31.5H50.9167C52.9792 31.5 54.6667 33.1875 54.6667 35.25V48.75C54.6667 50.9062 52.9792 52.5 50.9167 52.5H37.4167C35.2605 52.5 33.6667 50.9062 33.6667 48.75V35.25ZM6.66672 42C6.66672 35.4375 12.0105 30 18.6667 30C25.2292 30 30.6667 35.4375 30.6667 42C30.6667 48.6562 25.2292 54 18.6667 54C12.0105 54 6.66672 48.6562 6.66672 42Z" 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</linearGradient> </defs> </svg></div><div class="research-economic_item"><h4 class="heading-style-xsmall text-on-dark">Intelligent customer segmentation</h4><div>Customize communications based on behavior, preferences, and usage patterns, optimizing the efficiency of customer success efforts.</div></div></div></div><div class="align-center"><a href="https://portal.tsia.com/search?query=ai&page=1&free=true" target="_blank" class="button is-secondary is-xlarge w-inline-block"><div class="label-size-xlarge button-text">Get more insights</div></a></div></div></div></div></div></div></section><section class="section_research-solutions"><div class="padding-global"><div class="container-large"><div class="padding-section-large"><div class="research-solutions_component"><div class="research-solutions_block"><div class="research-solutions_header"><h2>Solutions designed with you in mind</h2><div class="text-size-medium">Check out some of the biggest challenges we’re privileged to help our Customer Success subscribers solve</div></div><div class="research-solutions_list"><a href="https://portal.tsia.com/explore?topics=Customer+Health+Score" target="_blank" class="research-solutions_item shadow_elevation-2 w-inline-block"><div class="research-solutions_top"><div class="w-embed"><svg width="15" height="15" viewBox="0 0 15 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M14.9999 1.49965C14.9999 0.670155 14.3298 0 13.5003 0H3.00276C2.17327 0 1.50312 0.670155 1.50312 1.49965C1.50312 2.32914 2.17327 2.9993 3.00276 2.9993H9.87771L0.443989 12.4377C-0.141811 13.0235 -0.141811 13.9748 0.443989 14.5607C1.02979 15.1465 1.98113 15.1465 2.56693 14.5607L12.0007 5.12224V11.9972C12.0007 12.8267 12.6708 13.4968 13.5003 13.4968C14.3298 13.4968 14.9999 12.8267 14.9999 11.9972V1.49965Z" fill="url(#paint0_linear_3162_10770)"/> <defs> <linearGradient id="paint0_linear_3162_10770" x1="0.671097" y1="14.05" x2="17.0213" y2="7.05066" gradientUnits="userSpaceOnUse"> <stop stop-color="#0053DB"/> <stop offset="1" stop-color="#732EE4"/> </linearGradient> </defs> </svg></div></div><div class="research-solutions_bottom"><div class="label-size-xlarge button-text">Monitoring adoption and health scores</div></div></a><a href="https://portal.tsia.com/explore?topics=Key+Performance+Indicators+(KPIs)+and+Metrics:+Customer+Success" target="_blank" class="research-solutions_item shadow_elevation-2 w-inline-block"><div class="research-solutions_top"><div class="w-embed"><svg width="15" height="15" viewBox="0 0 15 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M14.9999 1.49965C14.9999 0.670155 14.3298 0 13.5003 0H3.00276C2.17327 0 1.50312 0.670155 1.50312 1.49965C1.50312 2.32914 2.17327 2.9993 3.00276 2.9993H9.87771L0.443989 12.4377C-0.141811 13.0235 -0.141811 13.9748 0.443989 14.5607C1.02979 15.1465 1.98113 15.1465 2.56693 14.5607L12.0007 5.12224V11.9972C12.0007 12.8267 12.6708 13.4968 13.5003 13.4968C14.3298 13.4968 14.9999 12.8267 14.9999 11.9972V1.49965Z" fill="url(#paint0_linear_3162_10770)"/> <defs> <linearGradient id="paint0_linear_3162_10770" x1="0.671097" y1="14.05" x2="17.0213" y2="7.05066" gradientUnits="userSpaceOnUse"> <stop stop-color="#0053DB"/> <stop offset="1" stop-color="#732EE4"/> </linearGradient> </defs> </svg></div></div><div class="research-solutions_bottom"><div class="label-size-xlarge button-text">Outlining key performance indicators (KPIs): customer success</div></div></a><a href="https://portal.tsia.com/explore?topics=Best+Practices+for+Establishing+a+Customer+Success+Organization" class="research-solutions_item shadow_elevation-2 w-inline-block"><div class="research-solutions_top"><div class="w-embed"><svg width="15" height="15" viewBox="0 0 15 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M14.9999 1.49965C14.9999 0.670155 14.3298 0 13.5003 0H3.00276C2.17327 0 1.50312 0.670155 1.50312 1.49965C1.50312 2.32914 2.17327 2.9993 3.00276 2.9993H9.87771L0.443989 12.4377C-0.141811 13.0235 -0.141811 13.9748 0.443989 14.5607C1.02979 15.1465 1.98113 15.1465 2.56693 14.5607L12.0007 5.12224V11.9972C12.0007 12.8267 12.6708 13.4968 13.5003 13.4968C14.3298 13.4968 14.9999 12.8267 14.9999 11.9972V1.49965Z" fill="url(#paint0_linear_3162_10770)"/> <defs> <linearGradient id="paint0_linear_3162_10770" x1="0.671097" y1="14.05" x2="17.0213" y2="7.05066" gradientUnits="userSpaceOnUse"> <stop stop-color="#0053DB"/> <stop offset="1" stop-color="#732EE4"/> </linearGradient> </defs> </svg></div></div><div class="research-solutions_bottom"><div class="label-size-xlarge button-text">Defining best practices for establishing a customer success organization</div></div></a><a href="https://portal.tsia.com/search?topics=Key+Performance+Indicators+%28KPIs%29+and+Metrics%3A+Customer+Success&query=Developing+Customer+Success+Compensation+Strategies&page=1&free=true" target="_blank" class="research-solutions_item shadow_elevation-2 w-inline-block"><div class="research-solutions_top"><div class="w-embed"><svg width="15" height="15" viewBox="0 0 15 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M14.9999 1.49965C14.9999 0.670155 14.3298 0 13.5003 0H3.00276C2.17327 0 1.50312 0.670155 1.50312 1.49965C1.50312 2.32914 2.17327 2.9993 3.00276 2.9993H9.87771L0.443989 12.4377C-0.141811 13.0235 -0.141811 13.9748 0.443989 14.5607C1.02979 15.1465 1.98113 15.1465 2.56693 14.5607L12.0007 5.12224V11.9972C12.0007 12.8267 12.6708 13.4968 13.5003 13.4968C14.3298 13.4968 14.9999 12.8267 14.9999 11.9972V1.49965Z" fill="url(#paint0_linear_3162_10770)"/> <defs> <linearGradient id="paint0_linear_3162_10770" x1="0.671097" y1="14.05" x2="17.0213" y2="7.05066" gradientUnits="userSpaceOnUse"> <stop stop-color="#0053DB"/> <stop offset="1" stop-color="#732EE4"/> </linearGradient> </defs> </svg></div></div><div class="research-solutions_bottom"><div class="label-size-xlarge button-text">Developing customer success compensation strategies</div></div></a><a href="https://portal.tsia.com/explore?topics=Monetizing+Customer+Success+Offerings" target="_blank" class="research-solutions_item shadow_elevation-2 w-inline-block"><div class="research-solutions_top"><div class="w-embed"><svg width="15" height="15" viewBox="0 0 15 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M14.9999 1.49965C14.9999 0.670155 14.3298 0 13.5003 0H3.00276C2.17327 0 1.50312 0.670155 1.50312 1.49965C1.50312 2.32914 2.17327 2.9993 3.00276 2.9993H9.87771L0.443989 12.4377C-0.141811 13.0235 -0.141811 13.9748 0.443989 14.5607C1.02979 15.1465 1.98113 15.1465 2.56693 14.5607L12.0007 5.12224V11.9972C12.0007 12.8267 12.6708 13.4968 13.5003 13.4968C14.3298 13.4968 14.9999 12.8267 14.9999 11.9972V1.49965Z" fill="url(#paint0_linear_3162_10770)"/> <defs> <linearGradient id="paint0_linear_3162_10770" x1="0.671097" y1="14.05" x2="17.0213" y2="7.05066" gradientUnits="userSpaceOnUse"> <stop stop-color="#0053DB"/> <stop offset="1" stop-color="#732EE4"/> </linearGradient> </defs> </svg></div></div><div class="research-solutions_bottom"><div class="label-size-xlarge button-text">Monetizing customer success offerings</div></div></a><a href="https://portal.tsia.com/search?topics=Monetizing+Customer+Success+Offerings&query=Implementing+transformation+for+XaaS+and+subscription+models" target="_blank" class="research-solutions_item shadow_elevation-2 w-inline-block"><div class="research-solutions_top"><div class="w-embed"><svg width="15" height="15" viewBox="0 0 15 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M14.9999 1.49965C14.9999 0.670155 14.3298 0 13.5003 0H3.00276C2.17327 0 1.50312 0.670155 1.50312 1.49965C1.50312 2.32914 2.17327 2.9993 3.00276 2.9993H9.87771L0.443989 12.4377C-0.141811 13.0235 -0.141811 13.9748 0.443989 14.5607C1.02979 15.1465 1.98113 15.1465 2.56693 14.5607L12.0007 5.12224V11.9972C12.0007 12.8267 12.6708 13.4968 13.5003 13.4968C14.3298 13.4968 14.9999 12.8267 14.9999 11.9972V1.49965Z" 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class="insights_item is-webinar w-inline-block"><div class="insights_item-text-wrapper for-webinar"><div style="color:#0053db;background-color:rgba(0, 83, 219, 0.08)" class="insights_item-tag padding-custom"><img src="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66e487b17775f22dd98ff0de_v6-icon.svg" loading="lazy" alt=""/><div class="label-size-medium">Research Report</div></div><div class="fixed-height is-4-875rem"><h2 class="title-size-small text-style-3lines">The Customer Success Alliance with Sales</h2></div><div><div class="label-size-medium display-inlineblock">Marc Troyan</div></div></div></a></div></div><div role="listitem" class="w-dyn-item"><div class="div-put"><a href="https://portal.tsia.com/portal/quick-poll-insight/5r1h2bb4H4GBFt4cfipcQT/aiming-for-alignment-within-customer-success" target="_blank" class="insights_item is-webinar w-inline-block"><div class="insights_item-text-wrapper for-webinar"><div style="color:#805600;background-color:rgba(128, 86, 0, 0.08)" class="insights_item-tag padding-custom"><img src="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66f1ba047aaa4fb61c443d5b_v6-icon.svg" loading="lazy" alt=""/><div class="label-size-medium">Quick Poll</div></div><div class="fixed-height is-4-875rem"><h2 class="title-size-small text-style-3lines">Aiming for Alignment within Customer Success</h2></div><div><div class="label-size-medium display-inlineblock">Nathaniel D'Domenicus</div></div></div></a></div></div></div></div></div></div></div></div><div class="section-border border-gradient-inverse"></div></section><section class="section_proprietary-data"><div class="padding-global"><div class="container-large"><div class="padding-section-large"><div class="proprietary-data_wrapper"><div id="w-node-_791f1a56-cca0-21c5-5ee9-a7a8e577d6e0-ab980a1b" class="proprietary-data_content-left"><h2>Proprietary data. <br/>Real results.</h2><div class="text-size-medium">From inquiry and expert guidance to data services, workshops, virtual advisory sessions, and interactive strategy reviews, we help you more efficiently align people, processes, and technology to your financial results.</div><a href="#" class="button is-text w-inline-block"></a></div><div id="w-node-_791f1a56-cca0-21c5-5ee9-a7a8e577d6e8-ab980a1b" class="proprietary-data_list"><div class="proprietary-data_item"><div class="proprietary-data_item-icon w-embed"><svg width="50" height="50" viewBox="0 0 50 50" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M25 50C31.6304 50 37.9893 47.3661 42.6777 42.6777C47.3661 37.9893 50 31.6304 50 25C50 18.3696 47.3661 12.0107 42.6777 7.32233C37.9893 2.63392 31.6304 0 25 0C18.3696 0 12.0107 2.63392 7.32233 7.32233C2.63392 12.0107 0 18.3696 0 25C0 31.6304 2.63392 37.9893 7.32233 42.6777C12.0107 47.3661 18.3696 50 25 50ZM29.9512 31.748L15.8594 37.168C13.9648 37.9004 12.0996 36.0352 12.832 34.1406L18.252 20.0488C18.5742 19.2188 19.2188 18.5742 20.0488 18.252L34.1406 12.832C36.0352 12.0996 37.9004 13.9648 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class="container-large"><div class="padding-section-large"><div class="tsia-advantage_wrapper"><div id="w-node-a97e97dd-20cb-f1a7-4640-57a39a51c0a4-ab980a1b" class="tsia-advantage_media"><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65aea8787f247c8e0bb80e31_research_advantage.png" loading="lazy" sizes="(max-width: 479px) 100vw, (max-width: 767px) 71vw, 100vw" srcset="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65aea8787f247c8e0bb80e31_research_advantage-p-500.png 500w, https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65aea8787f247c8e0bb80e31_research_advantage-p-800.png 800w, https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65aea8787f247c8e0bb80e31_research_advantage.png 1060w" alt="" class="tsia-advantage_image"/></div><div id="w-node-_4d3b80c5-deb1-b05d-aa48-72b9dd2b3967-ab980a1b" class="tsia-advantage_text"><h2 class="text-align-center">The TSIA advantage</h2><div>Efficiently tie people, process, and technology to your financial results with industry-validated best practices and guidance.</div><div class="tsia-advantage_list"><div class="awards-header_benefits-item"><div class="w-embed"><svg width="30" height="24" viewBox="0 0 30 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9909 15.5781C13.4896 16.0794 12.7148 16.0794 12.2135 15.5781L9.29686 12.6615C8.79556 12.1602 8.79556 11.3854 9.29686 10.8841C9.79817 10.3828 10.5729 10.3828 11.0742 10.8841L13.125 12.8893L18.0469 7.96745C18.5482 7.46615 19.3229 7.46615 19.8242 7.96745C20.3255 8.46875 20.3255 9.24349 19.8242 9.74479L13.9909 15.5781ZM26.25 11.75C26.25 18.2214 21.0091 23.4167 14.5833 23.4167C8.11197 23.4167 2.91666 18.2214 2.91666 11.75C2.91666 5.32422 8.11197 0.0833344 14.5833 0.0833344C21.0091 0.0833344 26.25 5.32422 26.25 11.75ZM14.5833 2.27083C9.34244 2.27083 5.10416 6.55469 5.10416 11.75C5.10416 16.9909 9.34244 21.2292 14.5833 21.2292C19.7786 21.2292 24.0625 16.9909 24.0625 11.75C24.0625 6.55469 19.7786 2.27083 14.5833 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21.2292 14.5833 21.2292C19.7786 21.2292 24.0625 16.9909 24.0625 11.75C24.0625 6.55469 19.7786 2.27083 14.5833 2.27083Z" fill="white"/> <path d="M13.9909 15.5781C13.4896 16.0794 12.7148 16.0794 12.2135 15.5781L9.29686 12.6615C8.79556 12.1602 8.79556 11.3854 9.29686 10.8841C9.79817 10.3828 10.5729 10.3828 11.0742 10.8841L13.125 12.8893L18.0469 7.96745C18.5482 7.46615 19.3229 7.46615 19.8242 7.96745C20.3255 8.46875 20.3255 9.24349 19.8242 9.74479L13.9909 15.5781ZM26.25 11.75C26.25 18.2214 21.0091 23.4167 14.5833 23.4167C8.11197 23.4167 2.91666 18.2214 2.91666 11.75C2.91666 5.32422 8.11197 0.0833344 14.5833 0.0833344C21.0091 0.0833344 26.25 5.32422 26.25 11.75ZM14.5833 2.27083C9.34244 2.27083 5.10416 6.55469 5.10416 11.75C5.10416 16.9909 9.34244 21.2292 14.5833 21.2292C19.7786 21.2292 24.0625 16.9909 24.0625 11.75C24.0625 6.55469 19.7786 2.27083 14.5833 2.27083Z" fill="url(#paint0_linear_3098_329)" fill-opacity="0.4"/> <defs> <linearGradient id="paint0_linear_3098_329" x1="4.15894" 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26.25 11.75ZM14.5833 2.27083C9.34244 2.27083 5.10416 6.55469 5.10416 11.75C5.10416 16.9909 9.34244 21.2292 14.5833 21.2292C19.7786 21.2292 24.0625 16.9909 24.0625 11.75C24.0625 6.55469 19.7786 2.27083 14.5833 2.27083Z" fill="white"/> <path d="M13.9909 15.5781C13.4896 16.0794 12.7148 16.0794 12.2135 15.5781L9.29686 12.6615C8.79556 12.1602 8.79556 11.3854 9.29686 10.8841C9.79817 10.3828 10.5729 10.3828 11.0742 10.8841L13.125 12.8893L18.0469 7.96745C18.5482 7.46615 19.3229 7.46615 19.8242 7.96745C20.3255 8.46875 20.3255 9.24349 19.8242 9.74479L13.9909 15.5781ZM26.25 11.75C26.25 18.2214 21.0091 23.4167 14.5833 23.4167C8.11197 23.4167 2.91666 18.2214 2.91666 11.75C2.91666 5.32422 8.11197 0.0833344 14.5833 0.0833344C21.0091 0.0833344 26.25 5.32422 26.25 11.75ZM14.5833 2.27083C9.34244 2.27083 5.10416 6.55469 5.10416 11.75C5.10416 16.9909 9.34244 21.2292 14.5833 21.2292C19.7786 21.2292 24.0625 16.9909 24.0625 11.75C24.0625 6.55469 19.7786 2.27083 14.5833 2.27083Z" fill="url(#paint0_linear_3098_329)" fill-opacity="0.4"/> <defs> <linearGradient id="paint0_linear_3098_329" x1="4.15894" y1="27.459" x2="30.8119" y2="4.55078" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div><div>Stay current on up-to-the-minute industry trends</div></div><div class="awards-header_benefits-item"><div class="w-embed"><svg width="30" height="24" viewBox="0 0 30 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9909 15.5781C13.4896 16.0794 12.7148 16.0794 12.2135 15.5781L9.29686 12.6615C8.79556 12.1602 8.79556 11.3854 9.29686 10.8841C9.79817 10.3828 10.5729 10.3828 11.0742 10.8841L13.125 12.8893L18.0469 7.96745C18.5482 7.46615 19.3229 7.46615 19.8242 7.96745C20.3255 8.46875 20.3255 9.24349 19.8242 9.74479L13.9909 15.5781ZM26.25 11.75C26.25 18.2214 21.0091 23.4167 14.5833 23.4167C8.11197 23.4167 2.91666 18.2214 2.91666 11.75C2.91666 5.32422 8.11197 0.0833344 14.5833 0.0833344C21.0091 0.0833344 26.25 5.32422 26.25 11.75ZM14.5833 2.27083C9.34244 2.27083 5.10416 6.55469 5.10416 11.75C5.10416 16.9909 9.34244 21.2292 14.5833 21.2292C19.7786 21.2292 24.0625 16.9909 24.0625 11.75C24.0625 6.55469 19.7786 2.27083 14.5833 2.27083Z" fill="white"/> <path d="M13.9909 15.5781C13.4896 16.0794 12.7148 16.0794 12.2135 15.5781L9.29686 12.6615C8.79556 12.1602 8.79556 11.3854 9.29686 10.8841C9.79817 10.3828 10.5729 10.3828 11.0742 10.8841L13.125 12.8893L18.0469 7.96745C18.5482 7.46615 19.3229 7.46615 19.8242 7.96745C20.3255 8.46875 20.3255 9.24349 19.8242 9.74479L13.9909 15.5781ZM26.25 11.75C26.25 18.2214 21.0091 23.4167 14.5833 23.4167C8.11197 23.4167 2.91666 18.2214 2.91666 11.75C2.91666 5.32422 8.11197 0.0833344 14.5833 0.0833344C21.0091 0.0833344 26.25 5.32422 26.25 11.75ZM14.5833 2.27083C9.34244 2.27083 5.10416 6.55469 5.10416 11.75C5.10416 16.9909 9.34244 21.2292 14.5833 21.2292C19.7786 21.2292 24.0625 16.9909 24.0625 11.75C24.0625 6.55469 19.7786 2.27083 14.5833 2.27083Z" fill="url(#paint0_linear_3098_329)" fill-opacity="0.4"/> <defs> <linearGradient id="paint0_linear_3098_329" x1="4.15894" y1="27.459" x2="30.8119" y2="4.55078" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div><div>See where the industry is headed</div></div><div class="awards-header_benefits-item"><div class="w-embed"><svg width="30" height="24" viewBox="0 0 30 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9909 15.5781C13.4896 16.0794 12.7148 16.0794 12.2135 15.5781L9.29686 12.6615C8.79556 12.1602 8.79556 11.3854 9.29686 10.8841C9.79817 10.3828 10.5729 10.3828 11.0742 10.8841L13.125 12.8893L18.0469 7.96745C18.5482 7.46615 19.3229 7.46615 19.8242 7.96745C20.3255 8.46875 20.3255 9.24349 19.8242 9.74479L13.9909 15.5781ZM26.25 11.75C26.25 18.2214 21.0091 23.4167 14.5833 23.4167C8.11197 23.4167 2.91666 18.2214 2.91666 11.75C2.91666 5.32422 8.11197 0.0833344 14.5833 0.0833344C21.0091 0.0833344 26.25 5.32422 26.25 11.75ZM14.5833 2.27083C9.34244 2.27083 5.10416 6.55469 5.10416 11.75C5.10416 16.9909 9.34244 21.2292 14.5833 21.2292C19.7786 21.2292 24.0625 16.9909 24.0625 11.75C24.0625 6.55469 19.7786 2.27083 14.5833 2.27083Z" fill="white"/> <path d="M13.9909 15.5781C13.4896 16.0794 12.7148 16.0794 12.2135 15.5781L9.29686 12.6615C8.79556 12.1602 8.79556 11.3854 9.29686 10.8841C9.79817 10.3828 10.5729 10.3828 11.0742 10.8841L13.125 12.8893L18.0469 7.96745C18.5482 7.46615 19.3229 7.46615 19.8242 7.96745C20.3255 8.46875 20.3255 9.24349 19.8242 9.74479L13.9909 15.5781ZM26.25 11.75C26.25 18.2214 21.0091 23.4167 14.5833 23.4167C8.11197 23.4167 2.91666 18.2214 2.91666 11.75C2.91666 5.32422 8.11197 0.0833344 14.5833 0.0833344C21.0091 0.0833344 26.25 5.32422 26.25 11.75ZM14.5833 2.27083C9.34244 2.27083 5.10416 6.55469 5.10416 11.75C5.10416 16.9909 9.34244 21.2292 14.5833 21.2292C19.7786 21.2292 24.0625 16.9909 24.0625 11.75C24.0625 6.55469 19.7786 2.27083 14.5833 2.27083Z" fill="url(#paint0_linear_3098_329)" fill-opacity="0.4"/> <defs> <linearGradient id="paint0_linear_3098_329" x1="4.15894" y1="27.459" x2="30.8119" y2="4.55078" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div><div>Tackle unique business challenges</div></div></div></div></div></div></div></div></section><section class="section_research-team"><div class="padding-global"><div class="container-large"><div class="padding-section-large"><div class="research-team_component"><div class="services-research_header"><h2>Meet your research team</h2><div class="text-size-medium text-color-darkblue-light">With over a century of collective experience, our research experts are here to make sure your business gets the most out of your Customer Success membership.</div></div><div class="padding-vertical padding-medium"><div class="research-team_list hide"><div id="w-node-_431210b4-c74b-3ec9-500a-b4a8b021b529-ab980a1b" class="team-member_item"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b17748598d60e380479059_research-areas_team-stephen.jpg" loading="lazy" sizes="100vw" srcset="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b17748598d60e380479059_research-areas_team-stephen-p-500.jpg 500w, https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b17748598d60e380479059_research-areas_team-stephen.jpg 700w" alt="" class="team-member_image"/></div><div class="team-member_name-wrapper"><div class="text-size-large text-weight-bold">Stephen Fulkerson</div><div class="text-size-regular">VP, Customer Success Research</div></div></div><div id="w-node-_431210b4-c74b-3ec9-500a-b4a8b021b532-ab980a1b" class="team-member_item"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b17748909aa28dc093d097_research-areas_team-marc.jpg" loading="lazy" sizes="100vw" srcset="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b17748909aa28dc093d097_research-areas_team-marc-p-500.jpg 500w, https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b17748909aa28dc093d097_research-areas_team-marc.jpg 700w" alt="" class="team-member_image"/></div><div class="team-member_name-wrapper"><div class="text-size-large text-weight-bold">Marc Troyan</div><div class="text-size-regular">Sr. Director, Customer Success Research</div></div></div><div id="w-node-_431210b4-c74b-3ec9-500a-b4a8b021b53b-ab980a1b" class="team-member_item"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b1774886d7b34c13001fcf_research-areas_team-darlene.jpg" loading="lazy" sizes="100vw" srcset="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b1774886d7b34c13001fcf_research-areas_team-darlene-p-500.jpg 500w, https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b1774886d7b34c13001fcf_research-areas_team-darlene.jpg 700w" alt="" class="team-member_image"/></div><div class="team-member_name-wrapper"><div class="text-size-large text-weight-bold">Darlene Kelly</div><div class="text-size-regular">Sr. Manager, Customer Success Research</div></div></div><div id="w-node-_5cd9c2e7-4de5-924c-4ad7-4582908d608a-ab980a1b" class="team-member_item"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65ae495744da031e56fdea4b_research-areas_team-steve.jpg" loading="lazy" sizes="100vw" srcset="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65ae495744da031e56fdea4b_research-areas_team-steve-p-500.jpg 500w, https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65ae495744da031e56fdea4b_research-areas_team-steve.jpg 700w" alt="" class="team-member_image"/></div><div class="team-member_name-wrapper"><div class="text-size-large text-weight-bold">Steve Frost</div><div class="text-size-regular">VP & Managing Director, Revenue Research and Advisory</div></div></div><div id="w-node-_431210b4-c74b-3ec9-500a-b4a8b021b544-ab980a1b" class="team-member_item"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65ae4957cf7b839360676cd5_research-areas_team-thomas.jpg" loading="lazy" sizes="100vw" srcset="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65ae4957cf7b839360676cd5_research-areas_team-thomas-p-500.jpg 500w, https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65ae4957cf7b839360676cd5_research-areas_team-thomas.jpg 700w" alt="" class="team-member_image"/></div><div class="team-member_name-wrapper"><div class="text-size-large text-weight-bold">Thomas Lah</div><div class="text-size-regular">Executive Director and Executive VP</div></div></div><div id="w-node-_21616d98-e134-e5ed-27be-c88c5cc48a42-ab980a1b" class="team-member_item"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b177489ee88d7a037bf4f6_research-areas_team-george.jpg" loading="lazy" sizes="100vw" srcset="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b177489ee88d7a037bf4f6_research-areas_team-george-p-500.jpg 500w, https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b177489ee88d7a037bf4f6_research-areas_team-george.jpg 700w" alt="" class="team-member_image"/></div><div class="team-member_name-wrapper"><div class="text-size-large text-weight-bold">George Humphrey</div><div class="text-size-regular">Distinguished VP & Managing Director, Offering and Delivery Research and Advisory</div></div></div></div><div class="w-dyn-list"><div role="list" class="research-team_list w-dyn-items"><div data-w-id="2cf4456f-a892-771d-5c5d-f8962b96043a" role="listitem" class="team-member_item w-dyn-item"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img loading="lazy" src="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a92cc097676db63684aa_657b6e0847234b38722e2ac9_darlene-kelly-500x500.png" alt="" sizes="(max-width: 479px) 85vw, (max-width: 767px) 41vw, (max-width: 1439px) 27vw, 350.0000305175781px" srcset="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a92cc097676db63684aa_657b6e0847234b38722e2ac9_darlene-kelly-500x500-p-500.png 500w, https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a92cc097676db63684aa_657b6e0847234b38722e2ac9_darlene-kelly-500x500.png 500w" class="team-member_image"/></div><div class="team-member_name-wrapper"><div class="text-size-large text-weight-bold">Darlene Kelly</div><div class="text-size-regular">Director of Customer Success Research</div></div><div style="opacity:0;display:none" class="modal-wrapper"><div style="-webkit-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);-moz-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);-ms-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0)" class="team-member_modal"><div fs-scrolldisable-element="enable" data-w-id="c5214fcb-903c-47cb-9e55-bb77899c2e6a" class="modal-close"><div class="modal-close_icon w-embed"><svg width="auto" height="auto" viewBox="0 0 22 32" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M20.375 22.625C21.1875 23.375 21.1875 24.6875 20.375 25.4375C20 25.8125 19.5 26 19 26C18.4375 26 17.9375 25.8125 17.5625 25.4375L11 18.875L4.375 25.4375C4 25.8125 3.5 26 3 26C2.4375 26 1.9375 25.8125 1.5625 25.4375C0.75 24.6875 0.75 23.375 1.5625 22.625L8.125 16L1.5625 9.4375C0.75 8.6875 0.75 7.375 1.5625 6.625C2.3125 5.8125 3.625 5.8125 4.375 6.625L11 13.1875L17.5625 6.625C18.3125 5.8125 19.625 5.8125 20.375 6.625C21.1875 7.375 21.1875 8.6875 20.375 9.4375L13.8125 16.0625L20.375 22.625Z" fill="#002A78"/> </svg></div></div><div class="team-member_modal-content"><div class="team-member_modal-image-wrapper"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img loading="lazy" 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4.21875C4.375 3.5625 3.84375 3 3.1875 3C2.5 3 1.96875 3.5625 1.96875 4.21875C1.96875 4.875 2.5 5.40625 3.1875 5.40625ZM12 13V9.34375C12 7.5625 11.5938 6.15625 9.5 6.15625C8.5 6.15625 7.8125 6.71875 7.53125 7.25H7.5V6.34375H5.53125V13H7.59375V9.71875C7.59375 8.84375 7.75 8 8.84375 8C9.90625 8 9.90625 9 9.90625 9.75V13H12Z" fill="url(#paint0_linear_713_13997)"/> <defs> <linearGradient id="paint0_linear_713_13997" x1="0.745371" y1="18.7541" x2="18.6896" y2="5.45169" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div><div class="label-size-xlarge button-text">Connect on LinkedIn</div></a></div><div id="w-node-c5214fcb-903c-47cb-9e55-bb77899c2e75-ab980a1b" class="team-member_modal-text-wrapper"><div class="team-member_modal-name-wrapper"><h2 class="heading-style-h3">Darlene Kelly</h2><div class="text-size-medium">Director of Customer Success Research</div></div><div class="w-richtext"><p>Darlene Kelly is the Director of Customer Success Research for TSIA. In this role, she works closely with TSIA’s customer success members to deliver research and benchmarks to help companies realize and achieve their true value in customer success.</p><p>Prior to joining TSIA, Darlene spent approximately 20 years in the digital marketing landscape with the last 12+ years at Adobe working in customer success across different customer segments and industry verticals. While at Adobe, Darlene served as a Senior Customer Success Manager, responsible for managing Adobe’s enterprise level accounts protecting some of the company’s largest book of business. Prior to Adobe, she held roles within services and sales at Claritas, a marketing company later acquired by market research firm Nielsen.</p><p>Darlene has a unique perspective on customer success, experiencing first-hand, the shift from reactive account management to proactive customer success management. She prides herself as a professional dedicated to bringing value by helping customers achieve their goals.</p><p>A former San Diego native for 30 years, Darlene and her family now call the San Francisco Bay area home.</p></div></div></div></div></div></div><div data-w-id="2cf4456f-a892-771d-5c5d-f8962b96043a" role="listitem" class="team-member_item w-dyn-item"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img loading="lazy" src="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d4a68a4c7edc12cac64_George%20Humphrey%20headshot.png" alt="" sizes="(max-width: 479px) 85vw, (max-width: 767px) 41vw, (max-width: 1439px) 27vw, 350.0000305175781px" srcset="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d4a68a4c7edc12cac64_George%20Humphrey%20headshot-p-500.png 500w, https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d4a68a4c7edc12cac64_George%20Humphrey%20headshot.png 525w" class="team-member_image"/></div><div class="team-member_name-wrapper"><div class="text-size-large text-weight-bold">George Humphrey</div><div class="text-size-regular">Distinguished Vice President and Managing Director</div></div><div style="opacity:0;display:none" class="modal-wrapper"><div style="-webkit-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);-moz-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);-ms-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0)" class="team-member_modal"><div fs-scrolldisable-element="enable" data-w-id="c5214fcb-903c-47cb-9e55-bb77899c2e6a" class="modal-close"><div class="modal-close_icon w-embed"><svg width="auto" height="auto" viewBox="0 0 22 32" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M20.375 22.625C21.1875 23.375 21.1875 24.6875 20.375 25.4375C20 25.8125 19.5 26 19 26C18.4375 26 17.9375 25.8125 17.5625 25.4375L11 18.875L4.375 25.4375C4 25.8125 3.5 26 3 26C2.4375 26 1.9375 25.8125 1.5625 25.4375C0.75 24.6875 0.75 23.375 1.5625 22.625L8.125 16L1.5625 9.4375C0.75 8.6875 0.75 7.375 1.5625 6.625C2.3125 5.8125 3.625 5.8125 4.375 6.625L11 13.1875L17.5625 6.625C18.3125 5.8125 19.625 5.8125 20.375 6.625C21.1875 7.375 21.1875 8.6875 20.375 9.4375L13.8125 16.0625L20.375 22.625Z" fill="#002A78"/> </svg></div></div><div class="team-member_modal-content"><div class="team-member_modal-image-wrapper"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img loading="lazy" src="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d4a68a4c7edc12cac64_George%20Humphrey%20headshot.png" alt="" sizes="100vw" srcset="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d4a68a4c7edc12cac64_George%20Humphrey%20headshot-p-500.png 500w, https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d4a68a4c7edc12cac64_George%20Humphrey%20headshot.png 525w" class="team-member_image"/></div><a href="https://www.linkedin.com/in/georgeahumphrey-572ba3/" target="_blank" class="button is-secondary is-xlarge w-inline-block"><div class="icon-embed-xsmall w-embed"><svg width="14" height="16" viewBox="0 0 14 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13 1C13.5312 1 14 1.46875 14 2.03125V14C14 14.5625 13.5312 15 13 15H0.96875C0.4375 15 0 14.5625 0 14V2.03125C0 1.46875 0.4375 1 0.96875 1H13ZM4.21875 13V6.34375H2.15625V13H4.21875ZM3.1875 5.40625C3.84375 5.40625 4.375 4.875 4.375 4.21875C4.375 3.5625 3.84375 3 3.1875 3C2.5 3 1.96875 3.5625 1.96875 4.21875C1.96875 4.875 2.5 5.40625 3.1875 5.40625ZM12 13V9.34375C12 7.5625 11.5938 6.15625 9.5 6.15625C8.5 6.15625 7.8125 6.71875 7.53125 7.25H7.5V6.34375H5.53125V13H7.59375V9.71875C7.59375 8.84375 7.75 8 8.84375 8C9.90625 8 9.90625 9 9.90625 9.75V13H12Z" fill="url(#paint0_linear_713_13997)"/> <defs> <linearGradient id="paint0_linear_713_13997" x1="0.745371" y1="18.7541" x2="18.6896" y2="5.45169" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div><div class="label-size-xlarge button-text">Connect on LinkedIn</div></a></div><div id="w-node-c5214fcb-903c-47cb-9e55-bb77899c2e75-ab980a1b" class="team-member_modal-text-wrapper"><div class="team-member_modal-name-wrapper"><h2 class="heading-style-h3">George Humphrey</h2><div class="text-size-medium">Distinguished Vice President and Managing Director</div></div><div class="w-richtext"><p>George Humphrey serves as the Vice President and Managing Director for TSIA. Touting more than three decades of technology business knowledge in the networking and communications space, Humphrey is a valued resource and advisor to many of the world’s most successful technology business ventures.</p><p>‍<br/><br/>Humphrey has a long history of leading managed services product management, client management, systems engineering, tools and architecture development, sales, delivery operations, process definition, and global strategy. Prior to TSIA, he was responsible for introducing the world’s first voice/data converged platform. During his time with Avaya and Lucent, he launched the first globally standardized product realization processes, as well as service realization and lifecycle processes, transforming their business functions. Today he holds seven global patents in communications and networking.</p><p>‍</p><p>As a research leader at TSIA, Humphrey’s insights are regularly leveraged by Fortune 500 companies through his advisory work, public speaking engagements, research reports, and publicly shared content on a variety of evolving business topics.</p></div></div></div></div></div></div><div data-w-id="2cf4456f-a892-771d-5c5d-f8962b96043a" role="listitem" class="team-member_item w-dyn-item"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img loading="lazy" src="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a930d72f17a111e13537_6578c39ece0be80c13ad5cf0_marc-troyan-500x500.png" alt="" sizes="(max-width: 479px) 85vw, (max-width: 767px) 41vw, (max-width: 1439px) 27vw, 350.0000305175781px" srcset="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a930d72f17a111e13537_6578c39ece0be80c13ad5cf0_marc-troyan-500x500-p-500.png 500w, https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a930d72f17a111e13537_6578c39ece0be80c13ad5cf0_marc-troyan-500x500.png 500w" class="team-member_image"/></div><div class="team-member_name-wrapper"><div class="text-size-large text-weight-bold">Marc Troyan</div><div class="text-size-regular">Senior Director of Customer Success Research</div></div><div style="opacity:0;display:none" class="modal-wrapper"><div style="-webkit-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);-moz-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);-ms-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0)" class="team-member_modal"><div fs-scrolldisable-element="enable" data-w-id="c5214fcb-903c-47cb-9e55-bb77899c2e6a" class="modal-close"><div class="modal-close_icon w-embed"><svg width="auto" height="auto" viewBox="0 0 22 32" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M20.375 22.625C21.1875 23.375 21.1875 24.6875 20.375 25.4375C20 25.8125 19.5 26 19 26C18.4375 26 17.9375 25.8125 17.5625 25.4375L11 18.875L4.375 25.4375C4 25.8125 3.5 26 3 26C2.4375 26 1.9375 25.8125 1.5625 25.4375C0.75 24.6875 0.75 23.375 1.5625 22.625L8.125 16L1.5625 9.4375C0.75 8.6875 0.75 7.375 1.5625 6.625C2.3125 5.8125 3.625 5.8125 4.375 6.625L11 13.1875L17.5625 6.625C18.3125 5.8125 19.625 5.8125 20.375 6.625C21.1875 7.375 21.1875 8.6875 20.375 9.4375L13.8125 16.0625L20.375 22.625Z" fill="#002A78"/> </svg></div></div><div class="team-member_modal-content"><div class="team-member_modal-image-wrapper"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img loading="lazy" src="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a930d72f17a111e13537_6578c39ece0be80c13ad5cf0_marc-troyan-500x500.png" alt="" sizes="100vw" srcset="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a930d72f17a111e13537_6578c39ece0be80c13ad5cf0_marc-troyan-500x500-p-500.png 500w, https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a930d72f17a111e13537_6578c39ece0be80c13ad5cf0_marc-troyan-500x500.png 500w" class="team-member_image"/></div><a href="https://www.linkedin.com/in/marc-troyan/" target="_blank" class="button is-secondary is-xlarge w-inline-block"><div class="icon-embed-xsmall w-embed"><svg width="14" height="16" viewBox="0 0 14 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13 1C13.5312 1 14 1.46875 14 2.03125V14C14 14.5625 13.5312 15 13 15H0.96875C0.4375 15 0 14.5625 0 14V2.03125C0 1.46875 0.4375 1 0.96875 1H13ZM4.21875 13V6.34375H2.15625V13H4.21875ZM3.1875 5.40625C3.84375 5.40625 4.375 4.875 4.375 4.21875C4.375 3.5625 3.84375 3 3.1875 3C2.5 3 1.96875 3.5625 1.96875 4.21875C1.96875 4.875 2.5 5.40625 3.1875 5.40625ZM12 13V9.34375C12 7.5625 11.5938 6.15625 9.5 6.15625C8.5 6.15625 7.8125 6.71875 7.53125 7.25H7.5V6.34375H5.53125V13H7.59375V9.71875C7.59375 8.84375 7.75 8 8.84375 8C9.90625 8 9.90625 9 9.90625 9.75V13H12Z" fill="url(#paint0_linear_713_13997)"/> <defs> <linearGradient id="paint0_linear_713_13997" x1="0.745371" y1="18.7541" x2="18.6896" y2="5.45169" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div><div class="label-size-xlarge button-text">Connect on LinkedIn</div></a></div><div id="w-node-c5214fcb-903c-47cb-9e55-bb77899c2e75-ab980a1b" class="team-member_modal-text-wrapper"><div class="team-member_modal-name-wrapper"><h2 class="heading-style-h3">Marc Troyan</h2><div class="text-size-medium">Senior Director of Customer Success Research</div></div><div class="w-richtext"><p>Marc Troyan is the Senior Director of Customer Success Research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver positive and successful customer outcomes.</p><p>Prior to joining TSIA, Marc was the Chief Customer Officer at Heap, where he led the account management, professional services, education and customer support teams. He designed and launched the company’s first NPS program, expanded customer success into EMEA, and led the move of the account management team from sales into customer success.</p><p>Marc came to Heap from SAP, where he was the head of customer success strategy for the SAP Customer Experience business unit. In this role, he built and launched a new customer onboarding and enablement program, created new consulting services offerings, designed a new “voice of the customer” program, and delivered a new customer lifecycle model that was deployed across all SAP Customer Experience product lines. In addition to the customer success strategy team, Marc led the value and adoption strategy consulting, product champions, onboarding and enablement, and business operations teams.</p><p>Marc was also Senior Vice President of customer success at Gigya (which was acquired by SAP), where he built the Customer Success department while also leading solution architecture, account management, customer support, identity strategy consulting, and sales engineering. In this capacity, he led the organization through 3x ARR growth, increased gross retention rate from 64% to 90+%, designed and launched Gigya’s voice of the customer program, and led the integration of the customer success team into SAP’s Customer Experience business unit.</p><p>In total, Marc has over 25 years of experience working for professional services and technology providers including Ernst & Young, Salesforce.com, and Adobe prior to joining Gigya. Since 2007, he has led customer success organizations of varying shapes and sizes. Building these teams and working with amazingly talented people has been his career highlight thus far.</p></div></div></div></div></div></div><div data-w-id="2cf4456f-a892-771d-5c5d-f8962b96043a" role="listitem" class="team-member_item w-dyn-item"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img loading="lazy" src="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a932d7c2b0418b04302c_65777e2a46a94d9197f378c1_stephen-fulkerson-500x500.png" alt="" sizes="(max-width: 479px) 85vw, (max-width: 767px) 41vw, (max-width: 1439px) 27vw, 350.0000305175781px" srcset="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a932d7c2b0418b04302c_65777e2a46a94d9197f378c1_stephen-fulkerson-500x500-p-500.png 500w, https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a932d7c2b0418b04302c_65777e2a46a94d9197f378c1_stephen-fulkerson-500x500.png 500w" class="team-member_image"/></div><div class="team-member_name-wrapper"><div class="text-size-large text-weight-bold">Stephen Fulkerson</div><div class="text-size-regular">Vice President of Customer Success Research</div></div><div style="opacity:0;display:none" class="modal-wrapper"><div style="-webkit-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);-moz-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);-ms-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0)" class="team-member_modal"><div fs-scrolldisable-element="enable" data-w-id="c5214fcb-903c-47cb-9e55-bb77899c2e6a" class="modal-close"><div class="modal-close_icon w-embed"><svg width="auto" height="auto" viewBox="0 0 22 32" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M20.375 22.625C21.1875 23.375 21.1875 24.6875 20.375 25.4375C20 25.8125 19.5 26 19 26C18.4375 26 17.9375 25.8125 17.5625 25.4375L11 18.875L4.375 25.4375C4 25.8125 3.5 26 3 26C2.4375 26 1.9375 25.8125 1.5625 25.4375C0.75 24.6875 0.75 23.375 1.5625 22.625L8.125 16L1.5625 9.4375C0.75 8.6875 0.75 7.375 1.5625 6.625C2.3125 5.8125 3.625 5.8125 4.375 6.625L11 13.1875L17.5625 6.625C18.3125 5.8125 19.625 5.8125 20.375 6.625C21.1875 7.375 21.1875 8.6875 20.375 9.4375L13.8125 16.0625L20.375 22.625Z" fill="#002A78"/> </svg></div></div><div class="team-member_modal-content"><div class="team-member_modal-image-wrapper"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img loading="lazy" src="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a932d7c2b0418b04302c_65777e2a46a94d9197f378c1_stephen-fulkerson-500x500.png" alt="" sizes="100vw" srcset="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a932d7c2b0418b04302c_65777e2a46a94d9197f378c1_stephen-fulkerson-500x500-p-500.png 500w, https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/65b1a932d7c2b0418b04302c_65777e2a46a94d9197f378c1_stephen-fulkerson-500x500.png 500w" class="team-member_image"/></div><a href="https://www.linkedin.com/in/stephenfulkerson/" target="_blank" class="button is-secondary is-xlarge w-inline-block"><div class="icon-embed-xsmall w-embed"><svg width="14" height="16" viewBox="0 0 14 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13 1C13.5312 1 14 1.46875 14 2.03125V14C14 14.5625 13.5312 15 13 15H0.96875C0.4375 15 0 14.5625 0 14V2.03125C0 1.46875 0.4375 1 0.96875 1H13ZM4.21875 13V6.34375H2.15625V13H4.21875ZM3.1875 5.40625C3.84375 5.40625 4.375 4.875 4.375 4.21875C4.375 3.5625 3.84375 3 3.1875 3C2.5 3 1.96875 3.5625 1.96875 4.21875C1.96875 4.875 2.5 5.40625 3.1875 5.40625ZM12 13V9.34375C12 7.5625 11.5938 6.15625 9.5 6.15625C8.5 6.15625 7.8125 6.71875 7.53125 7.25H7.5V6.34375H5.53125V13H7.59375V9.71875C7.59375 8.84375 7.75 8 8.84375 8C9.90625 8 9.90625 9 9.90625 9.75V13H12Z" fill="url(#paint0_linear_713_13997)"/> <defs> <linearGradient id="paint0_linear_713_13997" x1="0.745371" y1="18.7541" x2="18.6896" y2="5.45169" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div><div class="label-size-xlarge button-text">Connect on LinkedIn</div></a></div><div id="w-node-c5214fcb-903c-47cb-9e55-bb77899c2e75-ab980a1b" class="team-member_modal-text-wrapper"><div class="team-member_modal-name-wrapper"><h2 class="heading-style-h3">Stephen Fulkerson</h2><div class="text-size-medium">Vice President of Customer Success Research</div></div><div class="w-richtext"><p>Stephen Fulkerson is the Vice President of Customer Success Research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver positive and successful customer outcomes.</p><p>‍</p><p>Prior to joining TSIA, Stephen was the Vice President of Customer Success at Upland Software, where he successfully consolidated ten separate customer success teams to perform under one Upland umbrella resulting in a seamless and unified customer success experience. He personally led company executive efforts to increase the NPS by 70 points in eighteen months while also securing renewals, driving expansions, and cross-sell opportunities. During his time at Upland, he also skillfully led the Customer Experience and Customer Training departments.</p><p>‍</p><p>Stephen was also Vice President of Customer Success at Alert Logic, where he built the Customer Success department while also overseeing onboarding, training, and customer support. In this capacity, he successfully broke numerous company records for onboarding and improved customer experiences.</p><p>‍</p><p>Stephen has over 25+ years of experience working in technology companies and has been a leader in professional services, technical account management, and business development for APAC and LATAM operations. Stephen started his career in customer success in 2004 and he has spent the bulk of his technical career-building customer success organizations and finds this work the most rewarding for both serving the customer and the company.</p></div></div></div></div></div></div><div data-w-id="2cf4456f-a892-771d-5c5d-f8962b96043a" role="listitem" class="team-member_item w-dyn-item"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img loading="lazy" src="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d66028684beeea89845_Thomas%20Lah%20headshot.png" alt="" sizes="(max-width: 479px) 85vw, (max-width: 767px) 41vw, (max-width: 1439px) 27vw, 350.0000305175781px" srcset="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d66028684beeea89845_Thomas%20Lah%20headshot-p-500.png 500w, https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d66028684beeea89845_Thomas%20Lah%20headshot.png 525w" class="team-member_image"/></div><div class="team-member_name-wrapper"><div class="text-size-large text-weight-bold">Thomas Lah</div><div class="text-size-regular">Executive Director and Executive Vice President</div></div><div style="opacity:0;display:none" class="modal-wrapper"><div style="-webkit-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);-moz-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);-ms-transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0);transform:translate3d(0, 5rem, 0) scale3d(1, 1, 1) rotateX(0) rotateY(0) rotateZ(0) skew(0, 0)" class="team-member_modal"><div fs-scrolldisable-element="enable" data-w-id="c5214fcb-903c-47cb-9e55-bb77899c2e6a" class="modal-close"><div class="modal-close_icon w-embed"><svg width="auto" height="auto" viewBox="0 0 22 32" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M20.375 22.625C21.1875 23.375 21.1875 24.6875 20.375 25.4375C20 25.8125 19.5 26 19 26C18.4375 26 17.9375 25.8125 17.5625 25.4375L11 18.875L4.375 25.4375C4 25.8125 3.5 26 3 26C2.4375 26 1.9375 25.8125 1.5625 25.4375C0.75 24.6875 0.75 23.375 1.5625 22.625L8.125 16L1.5625 9.4375C0.75 8.6875 0.75 7.375 1.5625 6.625C2.3125 5.8125 3.625 5.8125 4.375 6.625L11 13.1875L17.5625 6.625C18.3125 5.8125 19.625 5.8125 20.375 6.625C21.1875 7.375 21.1875 8.6875 20.375 9.4375L13.8125 16.0625L20.375 22.625Z" fill="#002A78"/> </svg></div></div><div class="team-member_modal-content"><div class="team-member_modal-image-wrapper"><div class="team-member_image-wrapper"><div class="image-gradient-overlay"></div><img loading="lazy" src="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d66028684beeea89845_Thomas%20Lah%20headshot.png" alt="" sizes="100vw" srcset="https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d66028684beeea89845_Thomas%20Lah%20headshot-p-500.png 500w, https://cdn.prod.website-files.com/65932a5f2ab5244b61f0cc94/66451d66028684beeea89845_Thomas%20Lah%20headshot.png 525w" class="team-member_image"/></div><a href="https://www.linkedin.com/in/thomas-lah-3371615/" target="_blank" class="button is-secondary is-xlarge w-inline-block"><div class="icon-embed-xsmall w-embed"><svg width="14" height="16" viewBox="0 0 14 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13 1C13.5312 1 14 1.46875 14 2.03125V14C14 14.5625 13.5312 15 13 15H0.96875C0.4375 15 0 14.5625 0 14V2.03125C0 1.46875 0.4375 1 0.96875 1H13ZM4.21875 13V6.34375H2.15625V13H4.21875ZM3.1875 5.40625C3.84375 5.40625 4.375 4.875 4.375 4.21875C4.375 3.5625 3.84375 3 3.1875 3C2.5 3 1.96875 3.5625 1.96875 4.21875C1.96875 4.875 2.5 5.40625 3.1875 5.40625ZM12 13V9.34375C12 7.5625 11.5938 6.15625 9.5 6.15625C8.5 6.15625 7.8125 6.71875 7.53125 7.25H7.5V6.34375H5.53125V13H7.59375V9.71875C7.59375 8.84375 7.75 8 8.84375 8C9.90625 8 9.90625 9 9.90625 9.75V13H12Z" fill="url(#paint0_linear_713_13997)"/> <defs> <linearGradient id="paint0_linear_713_13997" x1="0.745371" y1="18.7541" x2="18.6896" y2="5.45169" gradientUnits="userSpaceOnUse"> <stop stop-color="#002A78"/> <stop offset="0.22049" stop-color="#0053DB"/> <stop offset="0.444452" stop-color="#732EE4"/> <stop offset="0.949669" stop-color="#FF6530"/> </linearGradient> </defs> </svg></div><div class="label-size-xlarge button-text">Connect on LinkedIn</div></a></div><div id="w-node-c5214fcb-903c-47cb-9e55-bb77899c2e75-ab980a1b" class="team-member_modal-text-wrapper"><div class="team-member_modal-name-wrapper"><h2 class="heading-style-h3">Thomas Lah</h2><div class="text-size-medium">Executive Director and Executive Vice President</div></div><div class="w-richtext"><p>Thomas Lah is the Executive Director and Executive Vice President of the Technology & Services Industry Association (TSIA), the leading association for today's technology and services organizations. He is the author of many popular books on trends affecting the tech industry, including <em>Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business</em> (2016) and <em>Digital Hesitation: Why B2B Companies Aren’t Reaching Their Full Digital Potential</em> (2022). Thomas is also the host of TSIA’s podcast, <em>TECHtonic: Trends in Technology and Services</em>. For over 20 years, he has been helping some of the world's largest technology companies improve the efficiency of their daily operations.</p><p>‍</p><p>Thomas is a sought-after industry speaker on the topics of optimizing technology service businesses within product companies, business outcome engineering, customer success funding models, X-as-a-Service (XaaS) financial models, the art of helping customers successfully adopt technology, and the latest market trends impacting technology organizations worldwide. From 2002-2019, Thomas also taught an MBA class at The Ohio State University Fisher College of Business, which is based on his writings.</p><p>‍<br/><br/>Thomas frequently writes about these topics on the TSIA blog: customer adoption, B4B, customer outcomes, outcome engineering, X-as-a-Service (XaaS).</p></div></div></div></div></div></div></div></div></div><div class="section-border border-gradient-stroke"></div><div class="research-team_feature-divider"><div class="research-team_feature-divider-track"></div></div><div class="research-team_feature-wrapper"><div class="research-team_feature-content"><div class="research-team_feature-header"><h3 class="heading-style-h4 text-align-center">Supported by expert analytics and insights teams</h3><div class="text-size-medium text-color-darkblue-light">Our data and research analysts and industry insights teams are here to make sure your researchers have everything they need to help your business thrive.</div></div><div class="research-team_feature-list"><div class="research-team_feature-item"><div class="research-team_feature-item-icon background-gradient-research-light"><div class="w-embed"><svg width="auto" height="auto" viewBox="0 0 60 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M53.1562 13.0312L37.4062 26.5312C36.5625 27.1875 35.3438 27.1875 34.5 26.5312L23.8125 17.1562L9.46875 26.625C8.4375 27.375 7.03125 27.0938 6.375 26.0625C5.625 25.0312 5.90625 23.625 6.9375 22.875L22.6875 12.375C23.5312 11.8125 24.6562 11.9062 25.4062 12.5625L36 21.8438L50.25 9.5625C51.1875 8.8125 52.5938 8.90625 53.4375 9.84375C54.1875 10.7812 54.0938 12.1875 53.1562 13.0312ZM24.75 46.5V31.5C24.75 31.125 24.375 30.75 24 30.75C23.5312 30.75 23.25 31.125 23.25 31.5V46.5C23.25 46.9688 23.5312 47.25 24 47.25C24.375 47.25 24.75 46.9688 24.75 46.5ZM24 27C26.4375 27 28.5 29.0625 28.5 31.5V46.5C28.5 49.0312 26.4375 51 24 51C21.4688 51 19.5 49.0312 19.5 46.5V31.5C19.5 29.0625 21.4688 27 24 27ZM12.75 46.5V40.5C12.75 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insights that fuel our research.</div></div></div><div class="research-team_feature-item"><div class="research-team_feature-item-icon background-gradient-research-light"><div class="w-embed"><svg width="auto" height="auto" viewBox="0 0 61 60" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M24.6666 15.8438C24.6666 15 24.1041 14.25 23.3541 13.6875C22.3229 12.9375 21.6666 11.8125 21.6666 10.5C21.6666 8.0625 24.2916 6 27.6666 6C30.9479 6 33.6666 8.0625 33.6666 10.5C33.6666 11.8125 32.9166 12.9375 31.8854 13.6875C31.1354 14.25 30.6666 15 30.6666 15.8438C30.6666 17.0625 31.6041 18 32.8229 18H38.1666C40.6041 18 42.6666 20.0625 42.6666 22.5V27.8438C42.6666 29.0625 43.6041 30 44.8229 30C45.6666 30 46.4166 29.5312 46.9791 28.7812C47.7291 27.75 48.8541 27 50.1666 27C52.6041 27 54.6666 29.7188 54.6666 33C54.6666 36.375 52.6041 39 50.1666 39C48.8541 39 47.7291 38.3438 46.9791 37.3125C46.4166 36.5625 45.6666 36 44.8229 36C43.6041 36 42.6666 37.0312 42.6666 38.25V49.5C42.6666 52.0312 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<stop stop-color="#0053DB"/> <stop offset="1" stop-color="#732EE4"/> </linearGradient> </defs> </svg></div></div><div class="research-team_feature-item-text"><h4 class="heading-style-xsmall">Data Journalists</h4><div class="text-color-darkblue-light">Through data-driven storytelling and targeted interviews with member companies, our data journalists interpret and present our research analysts' findings.</div></div></div></div></div></div></div></div></div></div></section><section class="section_research-testimonial"><div class="padding-global"><div class="container-large"><div class="padding-section-large"><div class="research-testimonial_component"><div class="research-testimonial_block"><div class="research-testimonial_row"><div id="w-node-_0cc12a68-a4e1-7b0f-f8f7-2cb070a9b5b0-ab980a1b" class="testimonials_item is-dark"><div class="testimonials_content-wrapper is-dark"><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b177447af5b137521da3a4_research-areas_testimonial-logo-hp-ent.png" loading="lazy" alt="" class="testimonials_company-logo"/><div class="text-size-medium text-color-white">“The Customer Success Benchmark has comparable, actional, and clear results tailored to our company’s current state and where we want to get to. TSIA’s Customer Success research practice has a lot of great insights for us to put to use right now!”</div><div class="testimonials_sender-details"><div class="testimonials_sender-image-wrapper background-gradient-tsia-light"><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b177a103d934af7931f66a_research-areas_testimonial-dp-jeff.png" loading="lazy" alt="" class="testimonials_sender-image"/></div><div class="testimonials_sender-name-wrapper"><div class="title-size-large">Jeff Todd</div><div class="text-size-regular">Director</div></div></div></div></div><div id="w-node-_5002fc52-e20b-a642-108d-bb0b505c8fc4-ab980a1b" class="testimonials_item is-dark"><div class="testimonials_content-wrapper is-dark"><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b177444184f4115b11d45a_research-areas_testimonial-logo-abbyy.png" loading="lazy" alt="" class="testimonials_company-logo"/><div class="text-size-medium text-color-white">“The TSIA Benchmarking process was such a valuable tool for us to continue to shape our customer success team. The output of this process gave us clear outside views of our current state and prioritized guidance of how we can continue to improve.”</div><div class="testimonials_sender-details"><div class="testimonials_sender-image-wrapper background-gradient-tsia-light"><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b177a1687956122563e4dc_research-areas_testimonial-dp-chip.png" loading="lazy" alt="" class="testimonials_sender-image"/></div><div class="testimonials_sender-name-wrapper"><div class="title-size-large">Chip VonBurg</div><div class="text-size-regular">Chief Customer Officer</div></div></div></div></div></div><div class="research-testimonial_row is-one"><div id="w-node-cc5285e2-a794-d78f-cb76-317155702255-ab980a1b" class="testimonials_item is-dark"><div class="testimonials_content-wrapper is-dark"><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b17748b6e61faf64e5cb59_research-areas_testimonial-logo-arkose.png" loading="lazy" alt="" class="testimonials_company-logo"/><div class="text-size-medium text-color-white">“Our benchmarking exercise with TSIA exceeded our expectations! The time and effort invested are well worth it. We are walking away with relevant and actionable recommendations to take our CS organization to the next level.”</div><div class="testimonials_sender-details"><div class="testimonials_sender-image-wrapper background-gradient-tsia-light"><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65b177a1726fdeddc059a09b_research-areas_testimonial-dp-candy.png" loading="lazy" alt="" class="testimonials_sender-image"/></div><div class="testimonials_sender-name-wrapper"><div class="title-size-large">Candy Rivera</div><div class="text-size-regular">Director, Customer Success Products</div></div></div></div></div></div></div><div class="resource-interlude_component"><div class="resource-interlude_content-wrapper"><div class="resource-interlude_content-left"><h2>Transforming Customer Service and Closing the AI Trust Gap</h2><div class="text-size-regular">Is your customer success organization ready for 2023? Are you investing in the right customer success capabilities?</div><a href="https://portal.tsia.com/portal/industry-story/4yDKKGVyswn1ecItubCZSg/transforming-customer-service-and-closing-the-ai-trust-gap" target="_blank" class="button is-xlarge w-inline-block"><div class="label-size-xlarge">Get the Report</div></a></div><div class="resource-interlude_content-right"><img src="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65c8d4e99f2750d11901869b_Transforming%20Customer%20Service%20and%20Closing%20the%20AI%20Trust%20Gap.webp" loading="lazy" alt="" sizes="100vw" srcset="https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65c8d4e99f2750d11901869b_Transforming%20Customer%20Service%20and%20Closing%20the%20AI%20Trust%20Gap-p-500.webp 500w, https://cdn.prod.website-files.com/658dbc804e944f22d8fdf0b5/65c8d4e99f2750d11901869b_Transforming%20Customer%20Service%20and%20Closing%20the%20AI%20Trust%20Gap-p-800.webp 800w, 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