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Customer Growth and Renewal


Your Resource for Navigating this Economy

With the current economic conditions, companies are talking about cutting costs... but cutting in the wrong places could have long term negative impacts.

Where do you cut back to reduce costs without compromising productivity or profits? And how do you find places where you can actually grow revenue? TSIA can help you with that.

From maintaining revenue by maximizing renewals, to growing existing customer revenue through expand selling, and a whole lot more, we’ve got you covered.

There’s no better time than now to be a TSIA customer growth and renewal member!

Get Recurring Customer Growth and Service Renewal Strategies
and Advisory with TSIA

Creating a frictionless renewal landscape is vital to optimizing recurring revenue growth, but the associated challenges can often derail that success. At TSIA, we have a research and advisory practice dedicated to helping you optimize revenues throughout the customer lifecycle. We call this practice “Customer Growth and Renewal.”

TSIA’s Customer Growth and Renewal membership provides focused, data-informed research on proven practices for service and subscription revenue. This includes renewal of annuities, lead generation through services, cross-functional growth strategies, and frictionless renewal through subscription plans for XaaS business models and maintenance and support contracts. Whether you’re a traditional technology IT and services company, a born-in-the-cloud SaaS company, or an industrial equipment manufacturer, TSIA’s exclusive insights and customer growth and services renewal best practices can help you exceed your goals.

Top Customer Growth and Service Renewal Challenges

Here are a few of the business challenges we help our
Customer Growth and Renewal members across the globe solve:

Benchmarking Customer Growth and Renewal
Optimizing Engagement Models for Customer Growth and Renewal
Compensation Models to Drive Upsell and Cross-Sell
Customer Engagement Models to Drive Upsell and Cross-Sell


Expand to see more business challenges we can help you solve+

TSIA Can Help

Learn more about how TSIA can help your organization promote customer growth and optimize your renewal rates.

Experience Our Customer Growth and Renewal Research

Get a glimpse into our vault of board-ready data insight and thought leadership in customer growth and renewal.

Research Report

Common KPIs for Healthy Service Subscription Business

This publication lists core metrics and the industry standard definitions and formulas to measure subscription plans for cloud-computing models.


Perfecting Renewals Dedicated to Win

Get insights from recent TSIA research into the best organizational strategies and practices to grow revenue.

Research Report

Owning Renewals

This paper addresses who should own renewals in technology companies.

Research Report

Owning Renewals - Abridged Research Report

This paper addresses who should own renewals in technology companies.

Research Report

How to Launch a Lead Generation Program with Services and Customer Success

A step-by-step guide for how to launch a pilot lead generation program at your company by utilizing your services and customer success teams.

Research Report

Framework: Complexity versus Capability

By anchoring on the LAER model, technology companies have a roadmap to optimize revenue and drive desired outcomes throughout the customer life cycle.

Research Report

Framework: Renewal Workflow Segmentation

To be efficient in managing renewals, companies must develop renewal processes where the work types for a fiscal period is segmented into groups.

Research Report

Framework: Customer Growth Team

The shift to selling subscriptions requires companies to build capabilities to manage larger volumes of renewable offers and technology subscriptions.

Research Report

Framework: XaaS Revenue Waterfall

Technology companies need to track revenue progress of subscription services to succeed in the as-a-service business model.

Research Report

Framework: Four Steps to Engaging Customer Success in the Sales Process

TSIA's research highlights the value of integrating customer success into sales processes, providing a framework for success.

Research Report

Customer Growth Workflow

Renewing technology subscriptions and maintenance and support contracts are a key source of revenue for technology companies.

Data View

Customer Growth and Renewal LAER Complexity versus Capability Staffing

A key business challenge addressed in the CGR and CRO practices centers on the question: Who should do what type of selling work?  The playing field . . .


Attend a TSIA Conference

TSIA conferences offer extensive insight and actionable takeaways for those in the subscription services community. You’ll discover how to optimize the subscription renewal process to scale your business and increase customer growth. Additionally, you will learn more about:

  • Creating Customer Engagement Models to Drive Customer Growth and Renewal
  • Optimizing Renewal Rates for Services and Subscription Contracts
  • Best Practices for Customer Growth and Renewal in XaaS
Jack Johnson speaking at TSW

Meet Our Customer Growth and Renewal Executive

Jack Johnson is TSIA’s vice president of customer growth and renewal research. He works closely with member companies to deliver research and advisory programs focused on helping them grow and renew services revenue effectively.

Experience Our Community

Join our community of industry leaders.


Customer Growth and Renewal Advisory Board

This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.

Extreme Networks

Rob Rosa
SVP, Worldwide Service Sales

Dell Technologies

Lou Mabley
SVP, Services Support Sales and Operations

Cisco Systems

Jeremy Aston
VP, Sales Americas Software and Services

Schneider Electric

Marie-Pierre Belanger
VP, Digital Services Product Management and Marketing


TSIA Member Outcomes

Improving customer growth and renewal performance.

See the impact TSIA is making on the tech industry by helping customer growth and renewal organizations improve their performance.