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Conference Presentation

TSIA Emerging Research: Creating, Growing, and Renewing Customer Value

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As an unbiased research firm, TSIA is actively evaluating past and current industry trends, to continuously improve the data insight that comes from our correlation analysis and better inform decision makers. In the last few years the following patterns have been emerging in the industry and research: Technology companies are moving from a siloed approach service offer management by discipline (education, support, customer success, etc.) to a converged services portfolio. The 2020 XaaS Revenue Optimization benchmark indicated clear correlations between customer expansion/growth and renewal success. Technology companies are converging traditional support renewal engines with recurring Education Services, Professional Services, Managed Services, and technology subscriptions under the LAER lifecycle model, requiring a cross practice lens to guide practices associated with customer growth requirements. In this interactive session we will review the implications of these recent trends on TSIA’s research agenda and the business challenges we plan to address with industry validated data insights for Services Portfolio, Sales, and Customer Success organizations. We are excited about what this means for our community and the outcomes we are able to bring to new technology and services leaders through proven data insights and best practices.

Presented By:

Jack Johnson

VP, Service Revenue Generation Research, TSIA

Patrick Carmitchel

VP, Product Management, TSIA

Hal Stanley

Sr. Director, Service Offer Portfolio Research, TSIA

Publish Date: May 5, 2021

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Peg Rodarmel, SVP, Subscription Services, Infor

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