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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” papers, TSIA identifies major trends in each of the research areas we cover, analyzing key capabilities in response to shifting business challenges.

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. 

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

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Peg Rodarmel, SVP, Subscription Services, Infor

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