For technology-as-a-service providers, customer success holds the key to retaining customers and expanding customer relationships.

This paper details how cloud companies can leverage TSIA's seven-step framework for establishing and scaling customer success, including:

  1. Charter definition
  2. Funding model
  3. Core processes
  4. Metrics
  5. Staffing
  6. Offers
  7. Technology infrastructure

Leverage these practical research-based recommendations to maximize the impact of your customer success organization. 

Scaling customer success for SaaS companies

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Chris Todd, Kronos Inc.

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