Retention, Margins, and Managed Growth: Benchmarking What Really Matters | TSIA Tech Trends

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Explore how top companies use benchmarking to drive smarter renewals, sharpen KPI focus in managed services, and improve efficiency across support operations. To learn more about the topics shaping your business, subscribe to the newsletter or explore our featured insights page for the latest research.

How Renewal Strategies Are Shifting in Response to Profitability Pressure

The traditional top-line renewal rate is losing relevance. In an era defined by hybrid business models, profitability mandates, and shifting customer expectations, companies need more nuanced ways to measure growth and retention.

TSIA’s latest Customer Growth and Renewal (CGR) benchmarking ebook shows that revenue leaders are rethinking how they forecast, measure, and operationalize renewal strategies. This shift is driving new structures across teams and tooling, particularly for companies balancing complex offers and evolving routes to market.

We identified 3 key trends that are shaping the future of CGR:

• Renewal ownership is shifting to customer success. The center of gravity is moving from sales to CS. Mature organizations are embedding renewal processes within customer health motions to improve execution and accountability.
• AI is maturing in revenue operations. AI is no longer experimental. From predictive forecasting to guided plays, companies are leveraging automation to enhance accuracy and streamline manual renewal processes.
• Retention measurement is being redefined. Metrics like net retention rate and gross renewal rate can’t capture the full picture in hybrid models. Leading companies are adopting segment-specific and outcome-based approaches to retention tracking.

If you own forecasting, renewal strategy, or customer growth planning, this benchmarking research offers a grounded view into how the most effective teams are evolving, and where you may need to follow.

📘 Read the ebook: Customer Growth & Renewal Benchmarking: From Margin Pressure to Predictable Profit

What Separates High-Performing Managed Services Orgs From the Rest

Managed services leaders are facing a familiar challenge: too many metrics, not enough meaning. As delivery complexity grows and business models evolve, it becomes increasingly challenging to pinpoint which KPIs truly drive performance and how your organization compares to the best.

“The Managed Services Benchmark was the first time my entire leadership team could see a comprehensive view of our business.” — Global leader in telecommunications equipment and services

A $300 million managed services provider used TSIA’s Performance Optimizer to change that. The organization needed clearer performance insight, stronger executive alignment, and a roadmap for growth. TSIA’s process revealed opportunities across structure, investment, and execution, resulting in a:

• 55% increase in revenue
• 45% growth in customers under management
• 10% improvement in gross margin
• 23% boost in revenue retention

If you’re leading a managed services organization and need to focus your strategy, sharpen your KPIs, or align your team on what drives results, this ebook gives you a data-backed starting point.

📘 Read the ebook: Managed Services Benchmarking: Driving Growth and Operational Excellence

The KPIs That Actually Matter in Managed Services

Too many managed services orgs rely on outdated or disconnected metrics. In this on-demand webinar, Luke Ronkowski , Senior Director of Managed Services, explains which KPIs truly reflect value. He shares how top providers align their metrics to outcomes, overcome tech limitations, formalize client feedback, and build a framework for continuous performance improvement.

💡 Watch the webinar: Top KPIs and Best Practices for Measuring Managed Services

Turning Support From a Cost Center Into a Growth Engine

Today, leaders face pressure to deliver faster, more cost-effective services while also improving customer satisfaction. However, in an environment of rising expectations and resource constraints, determining where to improve and how you compare can be challenging. That’s where benchmarking comes in.

TSIA’s Support Services Benchmarking provides a structured, peer-based approach to evaluating performance across key metrics, including resolution time, case backlog, technician productivity, self-service deflection, and more. We showed how support organizations from Hewlett Packard Enterprise , Zscaler , AVEVA , and others have used this process to:

• Improve operational efficiency through optimized tiering and resource allocation
• Drive higher CSAT and customer loyalty by reducing resolution times
• Maximize financial performance through improved cost management and upsell potential

📘 Read the ebook: Support Services Benchmarking: Insights to Enhance Efficiency, Customer Satisfaction, and Revenue Growth

Support Services in 2025: Aligning Benchmarks With What’s Next

In this on-demand webinar, Vele Galovski, Former Vice President of Support Services, and Dave B. , Director of Support Services, explore how today’s leaders are adapting by aligning support with business goals, embracing AI for scale, rethinking monetization models, and improving omnichannel experiences to meet rising customer expectations.

🎥 Watch the webinar: The State of Support Services 2025

End of the Gut: AI Is the New Sales Instinct

In this episode of TECHtonic, TSIA’s Executive Director Thomas Lah speaks to People.ai 's CROs, Chris Albro and Chad O'Connor , to explore why AI—not instinct—is becoming the modern sales advantage. 

If your sales organization is struggling with stalled growth or is resistant to AI adoption, this conversation offers a practical path forward. Listen now.

Lead What’s Next in Technology and Services

TSIA World ENVISION Returns | October 20–22, 2025 | Las Vegas

This October, TSIA World ENVISION heads to Las Vegas for a three-day conference for executives navigating transformation. Join industry leaders for mainstage keynotes that challenge the status quo, breakout sessions across every major service discipline, and curated networking that sparks real connections.

Explore what’s driving growth in AI, pricing, customer success, and revenue models—then walk away with strategies you can act on.

Save the date and secure your seat today.

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💬 Join the conversation: Share your takeaways from this month’s benchmarking insights and let us know how your organization is tackling growth, retention, and efficiency in the comments.