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Research Report

Customer Growth and Renewal LAER Complexity versus Capability Staffing

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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 is populated by a number of selling or potential selling roles: account executive, account manager, inside sales representative, renewal specialist, customer success manager, and more. Each role with the potential to participate in selling activities.

In 2023 TSIA has chartered the CRO and CGR practices to research current and common practices and organizational go-to-market strategies that technology companies have deployed and then correlate practices and selling role choices to the end results.

The Complexity versus Capability poll is a research event produced to help companies inform their organizational design transformations so they can see the best choices for high-complexity, medium-complexity, and low-complexity selling work.

Authored By:

Jack Johnson

Vice President, Customer Growth and Renewal Research, TSIA

Sean Jones

Director, Research Analytics, TSIA

Zoe Gunther

Publish Date: August 30, 2023

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