Shifting to an Outcome Focused World - Peter Armaly
Tech companies historically made money by selling technology assets to customers and attaching services like support contracts and training. The advent of subscription-based consumption models has put increased pressure on the traditional revenue streams of technology companies. As customers switch from buying to renting, product transactions disappear and traditional support contracts designed to secure uptime are not attached. These changes are impacting the economic engines of product companies. TSIA is seeing more companies that historically only offered traditional product-attach services now experiment with services that help customers accelerate their adoption of technology or commit to helping customers achieve business outcomes. What role can Customer Success play in this evolution? What are the unique attributes of a mature Customer Success organization that can help ensure technology companies successfully make the leap?