5 Metrics to Measure Maintenance and Support Revenue Health

Posted by Julia Stegman on 12/1/16 5:00 AM

Service revenues continue to play a greater role in driving both top-line and bottom-line revenue growth in technology companies. For those who deploy their technology on a customer site, maintenance and support revenues represent a significant percentage of their service revenues. As a result, these companies are receiving increasing pressure from their C-level executives to grow maintenance and support revenues year over year, which adds to the expectations for sales and marketing leaders to make that growth happen.

However, before you can start down the path to growth, you should first assess the health of your existing maintenance and support revenues so that you can make the right investments, solve problem areas, and address any blind spots in your current reporting. Here is a list of 5 critical key performance indicators (KPIs) sales and marketing can use to measure the health of maintenance and support revenues.

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Topics: adoption services, support, renewal, adoption, expand selling, services revenue generation

[SlideShare] Measuring the Health of XaaS Subscription Renewals

Posted by Julia Stegman on 12/10/15 9:30 AM

'Tis the season of giving, and today our gift to you is the fourth day of our annual 12 Days of Insights blog series. Enjoy!

When it comes to getting customers to renew their subscription with your XaaS offer, does your current renewal engagement model consist of managed handoffs between your internal teams, or is it total chaos? (Tweet this!) In the recent TSIA SRG Cloud Benchmark Study, we aimed to find out how top companies in the technology services industry are structuring their subscription renewal process, as well as get a detailed look at which metrics they’re using to track their success. 

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Topics: x-as-a-service (XaaS), service revenue generation, renewal, subscription-based offers, 12 Days of Insights, slideshare

[Infographic] Are You Optimizing Your Contract Renewal Potential?

Posted by Julia Stegman on 9/12/14 6:30 AM

When even just one point of improvement in your renewal rate can translate to millions of dollars, your customer retention rate can make a huge impact on your bottom line. But just how optimized is your current renewal process? TSIA analyzed the renewal maturity models from 35 global companies to gain insight into their maintenance and support contract revenues, and this infographic outlines their best practices.

Get an inside look at how the customer growth and retention strategies of these top companies drove their performance, such as optimizing the renewal of current service revenues and adopting a renewal model that includes expand selling. How do you measure up to the best practices of these pacesetting companies?

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Topics: service revenue generation, renewal, technology maturity, infographic

Assumption Reality Check―Testing Those “Gut Feels” and Learning New Ones

Posted by Jeremy DalleTezze on 11/5/13 12:23 PM

“Regardless of the specific examples, industries, and service context, we now have the opportunity to test our business assumptions with data analytics. Your decisions can be data informed in a precise manner that will yield competitive advantages in an increasingly competitive market.”

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Topics: customer satisfaction, data analytics, renewal, consumption analytics

TSW Best Practices 2013: Commentary from Julia Stegman, TSIA’s Service Revenue Generation Research Expert

Posted by Julia Stegman on 5/28/13 3:32 PM

TSW Best Practices 2013 took place earlier this month, with best practices in technology services as the main focus of the conference. The TSIA Research Team captured some great observations and key takeaways from this year's event, and wanted to provide our readers with their thoughts. In the final installment of this blog mini-series, Julia Stegman, TSIA's vice president of research, service revenue generation, will talk about her top observations from TSW.

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Topics: service revenue generation, service revenue, renewal, expand selling, Technology Services World Conference


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