Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. The event offered an opportunity for thousands of attendees to collaborate with one another and with TSIA member companies like DocuSign, RingCentral and ServiceNow. The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS.
If you are wondering what XaaS stands for, it means anything/everything as a service. As opposed to the SaaS, which stands for software as a service.
The event was full of content including- interactive breakouts, business challenge accelerator sessions, technology solution sessions, networking coffee brainstorm sessions, explainer sessions and how to sessions.
If you weren’t one of the lucky ones to get to register for and attend this event, no worries. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021.
1.) Companies who monetize Customer Success, see higher Net Promoter Scores (NPS)
TSIA’s Customer Success benchmark data shows that 49% of companies monetize customer success, and when a company monetizes customer success, their Net Promoter Score is higher. – Stephen Fulkerson #customersuccess #tsia #tsiainteract #NPS pic.twitter.com/Aqn1wMh1u7— TSIA (@TSIACommunity) May 4, 2021
2.) Automating customer onboarding results in higher annual recurring revenue (ARR)
The 2020 TSIA #XaaS Product and Analytics Survey shows, companies that had fully or semi-automated onboarding realized a 19.4 percentage point higher rate of annual recurring revenue growth rate than those companies with no automated onboarding. @ChapmaMaria #tsiainteract— TSIA (@TSIACommunity) May 4, 2021
3.) Make sure your value proposition isn’t just hype but you can also deliver on those customer outcomes
4.) You should align your organizational structure to your customer journey
5.) There’s room for improvement in the industry with measuring and presenting ROI to your customers
For more information on upcoming TSIA conferences visit their site here.
Customer Success Around the Web
- Effective Churn Prediction Requires Careful Planning– Learn why monitoring customer satisfaction isn’t nearly enough to predict churn.
- Marketing Moments Every B2B Brand Should Aim to Have With Customers in 2021– Discover what moments you should be sure to not like pass you by to help you grow your customer loyalty.
- 5 SaaS Leaders Share Their Biggest Lessons Learned About Churn– Find out what are the important lessons to learn from customer churn.
Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero