The Layers of Customer Loyalty

Increasing contract renewals has always been important for technology companies, but the shift to OpEx business models has made increasing Annual Recurring Revenue (ARR) a top priority. So, how do you ensure growth of ARR? You implement a comprehensive customer satisfaction and loyalty process.

Join TSIA’s team of support services research executives for this 45-minute webinar as they share benchmark data to provide insights on the three layers of customer loyalty:

• Results: Service revenue growth
• Quantitative: Key operational performance metrics
• Qualitative: Surveying the customer

We will discuss best practices in customer satisfaction surveys, identification of operational key drivers, and incenting customer satisfaction. We hope you can join us for this important webinar. Remember: It is nearly impossible to cross sell, upsell, and renew dissatisfied customers.