Our research
An important part of the Institute’s work is improving the understanding and practice of customer success. Chosen by members, our research programs go beyond simple surveys to help members think about and implement strategies in their companies.
Research reports are available only to members.
What makes a great CS leader?
CS Leadership competencies
We are building a reliable assessment to help CS leaders identify their strengths and weaknesses as the basis for effective professional development. if you lead a CS capability, click the link below to contribute.
Monetising customer success
Monetising Customer Success
We explored the practice of charging for customer success. This report includes findings, case studies and a guide to thinking about monetising your customer success capabilities.