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Conference Presentation

Keep the Wheels Spinning: The 5 Vital Phases of a Successful Customer Retention

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Businesses traditionally have a well-defined customer acquisition process, but when it comes to retaining customers, they often lack a defined process. Today, processes and analytics designed specifically for recurring revenue are helping to make recurring customer management a more exact science - starting with data cleansing and ending with product strategy transformation. In this session you'll hear from ServiceSource Chief Delivery Officer Rob Sturgeon about proven methods to manage the recurring customer lifecycle.

You'll learn:

  • The proper data practices to employ to keep the recurring revenue engine humming
  • Which three must-have performance indicators you should be tracking to improve recurring customer management
  • How to understand and pull performance levers to institute a high-performance selling model across your recurring revenue sales organization
  • How intelligence on customer cancellation codes can help you refine your core offerings


Presented By:

Rob Sturgeon

Chief Delivery Officer, ServiceSource

Jeff Bornheim

Director, Business Development, Carestream

Publish Date: October 16, 2012

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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