At TSIA, we’re laser-focused on helping technology companies improve their strategic, financial, and operational performance. Here’s a look at how Customer Success organizations were able to use the resources made available to them through their TSIA membership to overcome their top challenges and achieve measurable business outcomes.

1. ROI Case Studies
CUSTOMERSUCCESS

2. What do all technology companies have in common?
They’re looking for opportunities to grow revenue
and profits. At TSIA, we’re laser-focused on helping
our members improve their strategic, financial, and
operational performance.
Here’s a look at how companies used their TSIA
membership to achieve measurable business outcomes.
Executive Summary

3. MEMBER CHALLENGE
This $50B Electronics and Equipment Manufacturer required an overhaul of their end-
to-end service delivery. They had received a poor customer experience rating from one
of their customers which lead to not being selected as the vendor of choice from a recent
capital purchase with that customer.
Customer Success ROI Case Study
Focus: Journey Mapping
OUTCOMES
CUSTOMER SUPPORT ACTION PLAN
Created a list of process changes and
formalized a plan of action based on every
customer support ticket interaction.
OPTIMIZED TECHNOLOGY ADOPTION
Implemented changes in technology to
increase telemetry generation, allowing
more effective adoption from field service
and customer success teams.
TICKETING SYSTEM AUTOMATION
Created investment portfolio for an updated
support and engineering ticketing system
to automate manual processes.
ADVISORY SERVICE
TSIA moderated a 2-day Customer
Journey Mapping workshop. Between
the customer and the TSIA member,
we were able to map all of the post-sale
service touchpoints along with identifying
more than 10 projects ranging from
process changes to technology investments
that would impact the customer experience.
TSIA RECOMMENDATIONS
AND RESOURCES USED

4. MEMBER CHALLENGE
This $7B Enterprise and Consumer Software Company had piloted internal and external
communities to improve customer engagement with mixed success. Executives wanted
to accelerate adoption and success rates for both community types.
SUCCESSFULLY IDENTIFIED AND PRIORITIZED
COMMUNITIES’ EFFORTS.
Currently implementing improvements to their
internal communities designed to promote
dialogue across hierarchical silos/levels.
TSIA RESEARCH EVENT
Attended TSIA’s Social Media Roundtable
web conference series, where leaders from
Oracle, EMC, Bentley Systems, BMC and
NetApp detailed their social initiatives.
MEMBER INQUIRY
TSIA research expert gave guidance about
features of high-performance internal
communities and use of micro-level analytics.
Customer Success ROI Case Study
Focus: Improving Social Communities
OUTCOME TSIA RECOMMENDATIONS
AND RESOURCES USED

5. MEMBER CHALLENGE
This $11M+ Technology Company needed to design and roll out customer success
plans for their customers. They had not previously offered these, and needed help
with this initiative.
Customer Success ROI Case Study
Focus: Monetized Customer Success
OUTCOMES
They effectively rolled out customer success plans
with two fee-based plan levels. Within 9 months, this
member booked over $200K in recurring revenue
that they otherwise would not have had if they had
not rolled out the customer success plans.
TSIA MEMBER INQUIRY
The VP, Customer Success at this
company submitted an inquiry and
received insight and guidance on how
to design the success plans.
The member was also provided with
examples of financial models as well as
industry standards and best practices
around this initiative.
TSIA RECOMMENDATIONS
AND RESOURCES USED
9 MONTHS6 MONTHS3 MONTHS
$200K
RECURRINGREVENUE

6. MEMBER CHALLENGE
The Customer Success organization within this Industrial Internet of Things Company
analyzed their customer journey and identified gaps around customer adoption and
outcomes. The customer backed insights identified an opportunity for coordinated
ownership and accountability for managing success across the complete customer journey.
Customer Success ROI Case Study
Focus: Customer Journey Mapping
OUTCOMES
TSIA MEMBER INQUIRIES AND STRATEGIC SERVICES
• Leveraged the expertise of TSIA’s VP, Customer Success
Research via email, phone, and in-person engagements.
TSIA RESEARCH AND BOOKS
• Gathered learnings from TSIA’s Customer Success research,
Technology-as-a-Service Playbook, and B4B.
TECHNOLOGY & SERVICES WORLD CONFERENCE
• Received value through attending sessions and networking
with peers.
TSIA BENCHMARK PROGRAM
• Completed the Customer Success benchmark to identify
areas of improvement.
TSIA RECOMMENDATIONS
AND RESOURCES USED They created a Customer Success Manage-
ment Strategy and put a team of customer
success managers in place to coordinate
account teams across the customer journey,
resulting in:
• Visibility into account health based on a
data backed account analytics platform
to highlight issues and opportunities.
• A viable business model to support
increased resourcing and tool/process
enhancements.
• A significant improvement in net health
scores from 19% to 76% while increasing
account coverage.
• An increased pipeline of reference
customers based on value delivery and
outcomes attainment.

7. “
”
Phil Nanus is a rock star.
He’s been there, done it, and
has the strategic, tactical,
and theoretical knowledge to be
both consultative and challenging.
Most recently, we have been
repackaging our customer success
offerings and his insights and
critique helped us arrive at an
elegant and scalable solution that
met all our desired outcomes.
Mark Bilbe
Chief of Customer Operations,
Mimecast

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