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Jack Johnson is the vice president of service revenue generation research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize their renewal organizations and effectively deliver revenue outcomes.
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 growing 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.
Jack is a regular contributor to the TSIA blog on the topics of increasing SaaS renewals, reducing customer churn, and how to renew recurring revenue.
Two Worlds Colliding Bringing Together Customer Success and Renewal Teams
Join us for a discussion on how to ensure cost-effective adoption, retention, and expansion and set expectations for CSMs and Renewals Specialists.
Solving the Digital Renewal Challenge
Technology companies continue to struggle with automating renewals -- particularly for the longtail. All of us want lower churn, reduced friction in . . .
The Digital Renewal Experience
Growth in recurring revenue portfolios, and recently the impact of Covid-19 on business operations, has many technology companies searching for ways . . .
The Building Blocks of Renewal Sales
Organization strategy for renewing recurring revenue.
Expand and Renew
This report looks at how to maintain and grow revenue without additional sales and marketing budgets.
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XaaS Value Propositions
This paper provides a detailed review of the value proposition attributes contributing to strong renewal results.
Renewals Who Should Own Them
In this TSIA webinar, we will discuss how to revise your renewal coverage models.
TSIA Service Revenue Generation Benchmarking
Key results, operational metrics, and practices for on-premise and cloud businesses that enable companies to grow recurring service revenues.
2020 Renewing Recurring Revenue via Channel Partners
A key renewal strategy and business capability is the ability for technology firms to renew recurring revenue via channel partners. Between 38% to . . .
Renewing Recurring Revenue via Channel Partners
This report explores practices technology companies should pursue to improve renewal rate performance and drive revenues.
Survival Guide for Renewing Recurring Revenue in the COVID-19 Economic Crisis
In this paper we discuss the implications of discounts on ARR and their impact on a company over a long period of time.
Recurring Revenue Waterfall
Renewal of recurring revenue can be tracked across the renewal lifecycle and factors that remove value or increase value can be measured and acted . . .
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