SOURCE: Technology Services Industry Association (TSIA)

Technology Services Industry Association

August 16, 2016 03:00 ET

TSIA Conducts 2016 Customer Success Baseline Survey

Survey to Collect Common Customer Success Key Performance Metrics and Practices

SAN DIEGO, CA--(Marketwired - August 16, 2016) - The Technology Services Industry Association (TSIA), the leading association for today's technology and services organizations, has announced the launch of its 2016 Customer Success Baseline Survey. This survey is open to both TSIA members and non-members operating within the customer success discipline and will run until September 16, 2016. The data collected will be used to identify baseline key performance metrics and practices associated with customer success organizations.

Each year, TSIA conducts dozens of custom surveys to aggregate data related to industry performance metrics and industry practices. These surveys range from in-depth market rate studies to questionnaires on common practices related to reporting structures for service lines of business.

Now in its third year, this survey is designed to gather data on both key performance metrics and critical practices related to delivering customer success offers, including:

  • Common performance metrics, such as customer success manager (CSM) ratios and renewal rates.
  • Which practices are most effective in achieving the target objectives of adoption, retention, and expansion.
  • How to fund and cost-effectively scale customer success.

"The TSIA Customer Success Baseline Survey provides organizations with tangible operational benchmarks for their customer success organizations, including baseline performance on key metrics, current staffing and expense models, and common and emerging practices," said Phil Nanus, Vice President, Research, Customer Success. "Survey participants can use the findings to identify improvement opportunities vital to their customer success initiatives."

Organizations interested in participating in this survey that directly contributes to TSIA's ongoing research initiatives can do so by visiting this SurveyGizmo link or by emailing Companies must participate in the survey in order to access the full results.

For more information about TSIA's research initiatives in the area of customer success, visit

About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and 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, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google+.

Contact Information