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(SanDiego.CityRegions.Com, September 16, 2014 ) SAN DIEGO, CA – The Technology Services Industry Association (TSIA), the leading association for today’s technology services organizations, has announced the results of their 2014 Customer Success benchmark survey as part of the recent rebranding of their Support Services discipline as Customer Success and Support. The survey results were made available to the TSIA members who completed the survey, and the data collected will be made publicly available during the Technology Services World (TSW) conference in Las Vegas on Monday, October 20th.
The 40-question Customer Success benchmark survey opened in August of 2014 to TSIA community members with the objective of establishing a baseline regarding fundamental practices relating to customer success. The survey collected data from 169 companies on key performance metrics, including customer success revenues, annual budget for their customer success function, average cost of a Customer Success Manager (CSM), whether customer success has developed and documented an adoption framework that can be used with customers, as well as other related topics.
Changes in the industry landscape have prompted vendors to take an active role in helping customers achieve business outcomes with their products and services. As a result, many technology companies are creating new customer success capabilities within their service organizations. Based on the results of this inaugural benchmark, TSIA can now provide its members with clear recommendations for optimizing an emerging customer success function.
“We are very excited about what this baseline survey data means for our members,” said Thomas Lah, Executive Director of TSIA. “These results have allowed us to learn more about what our members are looking for in a customer success function, the emerging capabilities and practices being adopted within nascent customer success operations, as well as how TSIA can help these organizations reach their business objectives.”
The results of this survey will be made publicly available on Monday, October 20 at TSW during the TSIA Power Hour session titled “The Key Capabilities of Customer Success”, hosted by Judith Platz, TSIA’s VP of Research for Customer Success and Support.
“In addition to the regular volume of support questions we receive, there has been an increasing number of member inquiries about customer success,” says Judith. “It is very clear that the industry is craving this knowledge and TSIA is proud to partner with our members to help them solve these strategic issues.”
The data collected during the 2014 Customer Success benchmark survey will be available at the Technology Services World conference in Las Vegas, October 20-22. TSW events have a strong reputation for delivering a solid program filled with impactful content. More information on Technology Services World can be found at www.technologyservicesworld.com.
TSIA’s recent rebranding of their Support Services discipline to Customer Success and Support is part of a larger effort to promote customer success industry-wide by helping members increase customer adoption of technology and services by expanding their list of offerings to include customer outcomes as part of their current business model. More information about TSIA’s Customer Success and Support discipline can be found at http://tsia.com/focus-areas/ss-scope-expansion.html
About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA’s editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google+.
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Technology Services Industry Association
Trisha Bright
858-674-5491
trisha.bright@tsia.com
Source: EmailWire.Com 
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