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Research Report

Who Should Own Renewals?

In an economic downturn, renewing existing customers becomes critical to the financial stability of a technology provider, especially for companies with growing recurring revenue streams.

In this paper, TSIA experts from the research practices of Service Revenue Generation, Customer Success, Expand Selling, and XaaS Channel Optimization have collaborated to provide a framework companies can use to answer the following questions:

  • What roles within a technology provider business can potentially be responsible for renewing recurring revenue contracts?
  • What factors determine what roles should be assigned to renewing recurring revenue contracts?
  • What is the TSIA T-Coverage Model for assigning renewal responsibilities?
  • How do partners fit into the renewal landscape?
  • What performance metrics can companies use to assess the effectiveness of their renewal process?
  • What organizational capabilities are critical to effectively assign renewal responsibilities?


Authored By:

Jack Johnson

Vice President, Service Revenue Generation Research, TSIA

Mac Guidera

Director, Customer Success Research, TSIA

Steve Frost

Publish Date: April 9, 2020

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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