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Research Report

The State of Customer Growth and Renewal: 2021

The movement to services and XaaS requires a focus on existing customers.

In our annual “State of” paper, TSIA identifies the following:
  • Major Customer Growth and Renewal Trends
  • Top Customer Growth Challenges
  • Challenges in Renewal Sales and Optimization
  • Key Capabilities

During 2020, we observed several major factors that caused our member companies to adapt to new conditions and adopt additional business capabilities that helped them not only defend against economic pressures, but also take advantage of opportunities. 

In TSIA’s Customer Growth and Renewal practice, we see several key trends, some continuing from years past and maturing over time, and some newly emerging. All of these transformations create opportunities to infuse profitable, predictable recurring service revenues into your business model. 

"The State of Customer Growth and Renewal 2021" is designed to be used by TSIA members to maximize their leverage of TSIA research and resources by providing an overview of the capabilities that customer growth and renewal organizations must invest in during 2021 and beyond.

Download a copy today to share with your team!

Authored By:

Jack Johnson

Vice President, Customer Growth and Renewal Research, TSIA

Steve Frost

Vice President and Managing Director, Revenue Research and Advisory, TSIA

Publish Date: April 6, 2021

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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