Industry White Papers

The Customer Success Management Initiative

The Customer Success Management Initiative, sponsored SandHill.com and by application monitoring technology developers Apptegic, JBara Software and Totango, is an ongoing research program of Mikael Blaisdell & Associates Inc. and “The HotLine Magazine.”

Multiple CMSI events are taking place throughout 2012. Next up in November:

  • The Technology of SaaS/Cloud Customer Retention  - a CSM forum event in San Francisco on November 13, 7:00 p.m. – 9:00 p.m. (PT). Sponsored by InsideView Inc. ADVANCED REGISTRATION REQUIRED - http://theforum1113.eventbrite.com
  • No Churn: The Technology of SaaS/Cloud Customer Retention – a webinar on Thursday, November 15, 10:00 a.m. – 11:-00 a.m. (PT). Sponsored by The Customer Success Management Initiative. ADVANCED REGISTRATION REQUIRED - https://www3.gotomeeting.com/register/375054166

CSMI was created to gather data and to report on the continuing process of development of the customer success management (CSM) role in the industry. The research consists of online surveys, continuing direct interviews with CSM leaders and practitioners and the senior management teams of their companies and review of published material. The focus will be on the Strategy, Process, People and Technology of the CSM role and the relationships between these elements in current practice. The results will be shared in articles, white papers, monthly TCSMI Updates, formal reports and briefings, and in conference presentations and webinars.

Stay tuned for announcements of other upcoming CMSI events.

For more information on CMSI: http://mblaisdell.com/?page_id=2880

White Paper Thumbnail Download

Topics Related to this White Paper