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Lead Journey

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The Year of Profitable SaaS

How do SaaS and XaaS business models become profitable?

Supporting Journeys

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Protecting and Growing Your Customer Base

Who owns Renewals and Expansion, and how can they grow cost-effective revenue?

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Monetizing Customer Success

How can you cost-effectively scale CS 
while building toward longevity?

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The Evolution of Pricing Models
for Managed Services

How can providers ensure their models are profitable while driving value to customers?

Supporting Topic

Protecting and Growing Your Customer Base

Who owns Renewals and Expansion, and how can companies organize them to grow cost-effective revenue?

Covered in this journey:

The most effective ways to retain and expand your customer base

How to orchestrate the roles of sales, customer success, and partners

The benefits (and challenges) of employing Renewal Specialists

Dive into this Journey

How do TSIA Research Journeys work?

Define the Problem

By clearly identifying the business challenge, we can start tackling it.

May 2023


Read the Blog: Who Owns Renewal and Expansion?

How can process, data, and technology make it exponentially more effective to drive revenue by keeping and growing your existing accounts?

Steve Frost

Launch Discovery

With polls, interviews, and more, here’s where we dig deep into the facts and contributing factors.


May 2023



Take the Industry Poll

Our polls are where we start to gather the data we need to begin formulating lasting solutions.

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Poll #1 Report

Read the Poll Narrative

We’re ready to present the results and initial indications from our Industry Poll!

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Build the Theory

With data in hand, our researchers and analysts can start developing frameworks.


June 2023


Join Webinar 1: Who Owns Renewal (and Expansion)?

Discover how to grow your revenue via existing customers while answering tough questions around renewal ownership.

Steve Frost


Join Webinar 2

Ready to talk details? So are we! Our Research Journey webinars are your chance to learn more about the ins and outs of each Journey in a live, focused setting.

Steve Frost


Take the Survey

Our Surveys are how we gather comprehensive, up-to-date information on the industry trends influencing our journeys so we can determine the best way forward.

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Survey Narrative

View the Survey Narrative

Our Survey Narratives are how we present a high-level view of our findings from our Research Journey Surveys, including results and key data.

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Publish Date

Listen to the Podcast

Join host Thomas Lah as he speaks with tech executives, researchers, and thought leaders about what companies should do to stay relevant, be profitable, and succeed in the ever-shifting tech industry.

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Publish Date

Check Out An Industry Story

In this industry story, we’ll spotlight leading companies in their journeys to retaining—and expanding—their customer bases.

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Solve the Problem

Correlations to financial results lead to conclusions. We’re ready to present our findings!


August 2023

Research Paper

Read the Research

It’s here! Our research paper concludes the Journey and delivers industry-validated, board-ready insights. TSIA Members will receive the full report—you don’t want to miss this!

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Attend TSIA World ENVISION, Oct 16-18

This is where our Research Journey comes to life in an interactive forum! Learn more about Protecting and Growing Your Customer Base from TSIA experts—and each other.

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TSIA Research Journeys are our initiative to solve the top problems plaguing the tech industry today. Join us as we launch discovery research, build practical theories, and deliver industry-validated, board-ready insights designed to help empower every tech company.

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© 2023 Technology & Services Industry Association (TSIA). All rights reserved worldwide.