Renewal Specialist: Is It a Sales Role or a Service Role?

Posted by Julia Stegman on 3/1/18 5:00 AM

Renewal specialists are responsible for ensuring customers renew their relationship with a company. Historically, the renewal process began with the end in mind. It started from contract expiration, then backed up to define a customer contact cadence, allowing the customer enough time to renew prior to their contract expiration. However, there are new emerging practices. In this post, I’m going to be going over the responsibilities of the evolving role of renewal specialist and answer the question, “Is the renewal specialist a Sales role or Service role?”

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Topics: service revenue generation, renewal, contract renewal, Blending Service and Sales Motions

[SlideShare] 3 Reasons Why You Need a Chief Renewal Officer

Posted by Julia Stegman on 2/12/18 5:00 AM

Technology subscription revenues are becoming material for both pure-play cloud companies (representing 90% or more of their total company revenue) and hybrid companies (representing 10% or more of their total company revenue). Continuing to retain and grow this revenue requires a strong focus on renewal activities led by a chief renewal officer whose mission it is to expand customer spend throughout their contract period. In this SlideShare, we share the top 3 reasons why you need a chief renewal officer at your organization to take charge of this important revenue generating engine.

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Topics: service revenue generation, revenue growth, renewal, slideshare, recurring revenues, contract renewal

Using Customer Success to Renew More Contracts

Posted by Julia Stegman on 12/7/17 5:00 AM

TSIA believes customer success is a service capability with a sales result. We’ve already talked a lot about streamlining the adoption-focused capabilities of Customer Success, ensuring that you as a technology or equipment provider are engaging with your customers with prescriptive time, event, and value-based interactions along the journey. But now, I’d like to discuss the processes directly associated with sales results, specifically, the role that Customer Success can play with renewing subscription revenues. 

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Topics: customer success, service revenue generation, renewal, customer success manager, contract renewal

Connecting Customer Value with Recurring Revenues: Two Sides of the Same Coin

Posted by Jodie Paxton on 9/27/17 5:00 AM

Have you heard the expression “two sides of the same coin”? It means that there are different ways of looking at or dealing with the same situation. In TSIA’s Service Revenue Generation line of research, we dig deep into the health of recurring service revenue, both from the perspective of the internal operational journey and from the external customer journey. Each point of view offers gateways and insights into how customers connect value to the service offerings that are developed, marketed, sold, and renewed. But as models shift from on-premise to XaaS, or from hardware only to hardware and software, these gateways have become more complex.

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Topics: service revenue generation, recurring revenues, Art and Science of the Customer Journey

Catch Up on Top Technology Spending Trends for 2017 [SlideShare]

Posted by Nicole Dornsife on 7/11/17 5:00 AM

TSIA’s annual Technology Spending reports closely examine technology and services trends that are making the biggest impact on businesses across the industry. View this SlideShare to get 3 highlights from all 8 of these reports, which cover our research areas of Customer Success, Education Services, Expand Selling, Field Services, Managed Services, Professional Services, Service Revenue Generation, and Support Services.

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Topics: customer success, education services, managed services, support services, service revenue generation, professional services, field services, expand selling, slideshare, TSIA Research

The Internal Tug-of-War for Service Dollars

Posted by Julia Stegman on 5/25/17 5:00 AM

The technology industry has been creating service offers for decades. These service offers have helped customers stand up technology and make it available for use. At TSIA, we call this the "technology availability" value proposition.

However, customers want more. They don’t just want the technology to be available, they want technology providers to accelerate their ability to unlock value. In particular, customers want us to help them achieve their desired business outcomes around:

  • revenue growth
  • cost optimization
  • regulatory compliance/risk management
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Topics: service revenue generation, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence

Top Technology Industry Trends to Watch in 2017 [SlideShare]

Posted by Nicole Dornsife on 3/28/17 5:00 AM

At TSIA, we are dedicated to helping technology and services organizations of all sizes stay on top of the latest best practices for growing and advancing their businesses. Each year, our research team publishes their "State of" reports on developing trends affecting their respective areas of research to serve as a guide for achieving success in the coming year and beyond. View this SlideShare to get 3 highlights from 8 "State of" reports covering all areas of tech so you can stay on top of industry forecasts you might have missed.

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Topics: customer success, education services, managed services, support services, service revenue generation, professional services, field services, expand selling, slideshare

How to Make Your Renewals Frictionless [SlideShare]

Posted by Julia Stegman on 3/17/17 5:00 AM

If you want to make sure your customers renew their contracts, it’s crucial that you have a renewal process that’s as painless as possible. While roadblocks to renewal can and do crop up, knowing how to spot them ahead of time and adopting the right capabilities for frictionless renewal is your key to overcoming them. Check out this SlideShare to identify 3 common renewal friction points and the capabilities you'll need to keep your renewals moving forward as planned.

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Topics: service revenue generation, service revenue, renewal

[SlideShare] 4 Service Revenue Generation Benchmark Trends

Posted by Technology Services Industry Association on 11/1/16 5:00 AM

Through TSIA's comprehensive benchmarking program, you can measure your company's performance against your industry peers, identify your strengths, and see where you can improve to ensure future success. For a sample of the type of insight you will receive by taking advantage of this valuable resource that comes with TSIA membership, take a look at this SlideShare featuring 4 key research trends from TSIA's Service Revenue Generation Benchmark Study.

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Topics: service revenue generation, service revenue, TSIA Benchmarking Spotlight

4 Steps to Successfully Move from Hardware to Software and Services

Posted by Neil Jain and Chris Kammerer on 9/15/16 6:30 AM

The world has been changing over the past 10 years for hardware companies. Today, faster innovation cycles and falling barriers to entry are driving commoditization, virtualization is fueling demand for software running on industry standard hardware, and everyone is chasing higher margin, recurring revenue offers. Hardware companies are responding to these shifts by augmenting their portfolios to include more software and services offerings, but many are struggling with the transition.

Whether your company is looking to break into a complementary software market, enhance your hardware products with managed services, or respond to the virtualization trend, here are four key steps you should take to address common challenges hardware companies face.

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Topics: XaaS (x-as-a-service), managed services, service revenue generation, services, service offers, TSIA Partners, hardware manufacturers

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