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Jack Johnson is the vice president of customer growth and renewal research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them grow and renew services revenue effectively.
Prior to joining TSIA, Jack was principle of his customer success consultancy, and held the position of vice president of business strategy at ServiceSource. There, he participated in a business transformation effort to innovate execution capabilities at ServiceSource, and led development of a new solution offering to optimize renewal services in/through the channel.
Jack began his career at Digital Equipment Corporation in Services Sales and Support Delivery. At DEC, he participated in the first of many business transformation efforts building Renewals organizations. He has since held Renewals, Customer Success, and Operations leadership positions at technology companies providing enterprise software or hardware, or in business services companies helping technology companies grow recurring revenue.
Jack led renewals organizations for Auspex, Riverstone Networks, and BEA Systems, and then while leading renewal operations at ServiceSource, Rainmaker Systems, and Concentrix, he supported dozens of technology companies to optimize their recurring revenue performance. Jack’s experience across various practices within the technology industry provides him with a unique ability to apply his in-depth knowledge of customer retention strategy, processes, and best practices as it directly relates to each of TSIA's research practices.
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Common KPIs for Healthy Service Subscription Business
This publication lists core metrics and the industry standard definitions and formulas to measure subscription plans for cloud-computing models.
Perfecting Renewals Dedicated to Win
Get insights from recent TSIA research into the best organizational strategies and practices to grow revenue.
This paper addresses who should own renewals in technology companies.
Owning Renewals - Abridged Research Report
How to Launch a Lead Generation Program with Services and Customer Success
A step-by-step guide for how to launch a pilot lead generation program at your company by utilizing your services and customer success teams.
Framework: Complexity versus Capability
By anchoring on the LAER model, technology companies have a roadmap to optimize revenue and drive desired outcomes throughout the customer life cycle.
Framework: Renewal Workflow Segmentation
To be efficient in managing renewals, companies must develop renewal processes where the work types for a fiscal period is segmented into groups.
Framework: Customer Growth Team
The shift to selling subscriptions requires companies to build capabilities to manage larger volumes of renewable offers and technology subscriptions.
Framework: XaaS Revenue Waterfall
Technology companies need to track revenue progress of subscription services to succeed in the as-a-service business model.
Framework: Four Steps to Engaging Customer Success in the Sales Process
TSIA's research highlights the value of integrating customer success into sales processes, providing a framework for success.
Customer Growth Workflow
Renewing technology subscriptions and maintenance and support contracts are a key source of revenue for technology companies.
Customer Growth and Renewal LAER Complexity versus Capability Staffing
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 . . .
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at 800-876-6511 or we can call you.