TSIA

TSIA helps tech service companies make profitable decisions, faster. tsia.com

CS & Support Consulting
2009 Founded
201-500 Employees
40,000+ individual industry leaders and members worldwide Customers
San Diego, CA, USA Headquarters
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Quick Facts

Website
tsia.com →
Starting Price
unknown
Pricing Model
custom
Company Type
private
Social
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About TSIA

TSIA (Technology & Services Industry Association) is a research and advisory organization focused on helping technology and services companies grow profitably and deliver superior customer experiences across the entire B2B customer lifecycle. Through a subscription-based model, TSIA provides proprietary benchmarking data, proven business frameworks such as the LAER (Land–Adopt–Expand–Renew) model, and practical guidance on topics like customer success, support services, professional services, revenue optimization, and XaaS transformation. tsia.com

Founded in 2009 and headquartered in San Diego, California, TSIA has grown into a global authority on technology services performance, serving more than 40,000 industry leaders in IT infrastructure, SaaS and software, industrial equipment, and healthcare technology across 96 countries, including a large share of Fortune 100 technology companies. cbinsights.com Its membership base spans growth-stage firms through large enterprises, all leveraging TSIA’s research and community to solve complex business-model, customer success, and support challenges.

TSIA’s digital product portfolio centers on the AI-driven TSIA Portal, the TSIA Intelligence platform, and the Performance Optimizer benchmarking suite. TSIA Intelligence uses OpenAI infrastructure combined with over 20 years of proprietary TSIA research to power AI Inquiry (natural language Q&A over TSIA’s knowledge base) and AI Content Assistant (contextual summarization and Q&A embedded in reports, webinars, and other content), available to both free and paid portal users with varying levels of access. Performance Optimizer delivers structured, outcome-based benchmarking for functions such as Customer Success, Support Services, Managed Services, Professional Services, and Field Services, translating comparative data into prioritized action plans. tsia.com

Beyond digital tools, TSIA offers a rich ecosystem of conferences (TSIA World and Executive Board Summits), Research Journeys, Support Staff Excellence (SSE) certification in partnership with Korn Ferry, and the STAR Awards recognition program. Members gain access to virtual advisory sessions, expert inquiries, interactive strategy reviews, and a peer community through TSIA Discussions, all designed to turn data and research into concrete execution playbooks for customer success and support leaders. prnewswire.com

Key Features

TSIA Intelligence - AI-powered research assistant trained on 20+ years of proprietary technology services data to answer questions and surface best practices for CS and support leaders.

AI Inquiry - natural language Q&A experience that delivers cited, research-backed answers on topics like customer success operating models, support KPIs, and XaaS pricing strategies.

AI Content Assistant - embedded assistant in portal content that summarizes reports, webinars, ebooks, and podcasts and supports follow-up Q&A to accelerate insight consumption.

TSIA Portal - personalized, self-service portal that recommends research, benchmarks, and tools based on each user's role, interests, and engagement history.

Performance Optimizer benchmarking - guided benchmarking engine that diagnoses performance across Customer Success, Support Services, Managed Services, Professional Services, Field Services, and more, then prescribes prioritized initiatives.

Outcome-based KPIs and best-practice library - curated set of 40+ KPIs and 60+ best practices for CS and related functions to measure retention, expansion, NPS, digital touch efficiency, and other value drivers.

Research library across nine areas - deep, role-specific research for Customer Success, Support Services, Education Services, Managed Services, Professional Services, Field Services, CRO Council, Customer Growth & Renewal, and Executive Leadership.

Research Journeys - six-month collaborative research programs on themes like digital CS engagement, AI use cases, and pricing evolution, combining surveys, interviews, and frameworks into actionable playbooks.

Expert inquiries and advisory - on-demand access to TSIA research executives for one-on-one inquiries, virtual advisory sessions, and interactive strategy reviews that contextualize benchmarks and frameworks for a specific business.

Customer Success and Support benchmarking modules - specialized Performance Optimizer paths focused on metrics such as churn, expansion, NPS, cost per incident, self-service success rate, and incident resolution time.

Support Staff Excellence (SSE) certification - structured capability-development program (delivered with Korn Ferry) to elevate support staff skills and customer engagement quality.

STAR Awards and recognition - industry awards program that showcases leading practices in customer success, support services automation, education services, and more, giving members external validation of their CS and support strategies.

TSIA World conferences - in-person events with dedicated tracks for customer success, support, and service delivery leaders to learn, benchmark, and share case studies.

TSIA Discussions community - online community where members can pose peer-to-peer questions and share lessons learned on CS org design, support operations, and revenue motions.

Security and privacy controls - documented information security and data protection measures, including adherence to EU-U.S., UK, and Swiss-U.S. Data Privacy Framework principles for portal and benchmarking data.

Pros & Cons

👍 Pros

  • Deep, research-backed benchmarks and KPIs for customer success and support functions, giving leaders clear performance baselines and targets.
  • High-quality, practitioner-tested frameworks such as LAER that translate complex transformations (like XaaS and AI adoption) into actionable motion plans.
  • AI-powered TSIA Intelligence significantly reduces time to insight by answering questions and summarizing long-form content on demand.
  • Strong peer community and conferences that facilitate networking, idea-sharing, and exposure to real-world case studies from leading tech companies.
  • Advisory and benchmarking outputs are perceived as highly actionable, with clear prioritized recommendations tailored to each organization's maturity.

👎 Cons

  • Membership pricing and the enterprise advisory model can be a stretch for smaller organizations with limited budgets compared to point-solution software tools.
  • TSIA's research and benchmarks are heavily focused on technology services; companies in non-tech or very traditional industries may find some content less directly applicable.
  • Realizing full value often requires internal time and executive sponsorship to implement recommended changes; teams looking for purely tactical tools may perceive TSIA as a longer-horizon investment.

User Reviews

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Integrations

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Best For

Company Size

mid-market enterprise smb

Industries

SaaS Technology IT Infrastructure and Services Industrial Equipment Healthcare Technology Telecommunications

Use Cases

Designing and scaling customer success organizations Optimizing support services operations and KPIs Benchmarking customer success and support performance against peers Transitioning to XaaS and outcome-based service models Improving renewals, expansion, and customer growth motions Applying AI to customer success, support, and revenue workflows

FAQ

What is TSIA?

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TSIA (Technology & Services Industry Association) is a subscription-based research and advisory firm that helps technology and services companies achieve profitable growth and deliver superior customer experiences. It provides proprietary benchmarks, frameworks like the LAER model, AI-powered tools such as TSIA Intelligence, and expert advisory services focused on customer success, support services, managed services, professional services, and related revenue functions.

How much does TSIA cost?

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TSIA offers a free TSIA Portal tier with limited research, TSIA Intelligence access, and free Performance Optimizer benchmarking, plus paid Individual and Enterprise memberships. Individual plans are billed annually via credit card at a flat rate that is revealed after sign-up, while Enterprise pricing is customized based on scope, number of users, and advisory needs. Because prices are shown only inside the portal or through sales, buyers should treat TSIA as a custom-priced membership rather than a transparent per-seat SaaS product.

What are the main features of TSIA?

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Key TSIA capabilities include the TSIA Portal for personalized access to research, TSIA Intelligence for AI-powered Q&A and content summarization, the Performance Optimizer benchmarking suite for Customer Success, Support, Managed Services, Professional Services, and other areas, plus a deep library of best-practice frameworks, KPIs, and case studies. Members can also leverage expert inquiries, virtual advisory sessions, Research Journeys, Support Staff Excellence certification, and STAR Awards recognition tied specifically to customer success and support excellence.

Who are TSIA's main competitors?

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TSIA's closest alternatives are other research and advisory or CS-focused consulting organizations, including broad analyst firms like Gartner and Forrester, as well as more specialized service and customer success consultancies such as ServiceXRG and Winning by Design. Many TSIA members also use operational platforms like Gainsight, Salesforce, or Zendesk alongside TSIA; those platforms are complementary rather than direct competitors because TSIA does not provide a ticketing or CRM system.

Is TSIA good for small businesses?

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TSIA can be valuable for smaller or growth-stage SaaS and technology companies that want to build customer success and support capabilities using proven benchmarks and frameworks. However, its pricing and depth of research are generally optimized for organizations that have at least some dedicated CS or support leadership and budget. Very small, non-tech businesses or teams primarily looking for an inexpensive help desk tool may find more immediate value in operational software, whereas TSIA is best suited for companies ready to invest in strategic, data-driven improvement of their customer success and support organizations.

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