Customer success teams are being asked to do more with less amid budget cuts from private equity and venture capital firms. In this environment, it is now more critical than ever for companies to overcome challenges in leveraging technologies to drive greater efficiency in customer success. The key question is: how can these tools support growth through expansion, retention, and improve overall customer satisfaction, and reduce the cost of managing customers? Understanding whether these technologies truly enable customer success executives to deliver a meaningful return on investment—or if they introduce additional complexity—remains essential. TSIA’s research aims to answer a crucial set of questions: Is it worth it for my company to invest in customer relationship management (CRM) platforms, customer success (CS) platforms, and/or customer experience (CX) platforms? And if so, which technologies are going to give me the greatest value? In this journey, we will reveal the risks of not tackling this challenge and introduce our research methodologies. With our findings, we can empower every technology services company with the insights they need to thrive in a dynamic and competitive market—but we can’t do it without you.