The document discusses strategies for growing revenue in the technology services industry, highlighting three key levers: price increases, cross-selling value-added services, and managing customer attrition. It emphasizes the importance of maintaining higher upsell rates than attrition and downsell rates to avoid revenue decline. The findings are derived from the TSIA service revenue generation benchmark study.

1. Source: TSIA Service Revenue Generation Benchmark Study 2015
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Maintenance and Support Revenue Waterfall
There are three major areas where you can pull levers to grow revenue.
$100M $103M
3% UP
9% down 4% down 5% UP
10% UP
$95M
100%
PRICE
INCREASE
CROSS-SELL
OUTCOME
SERVICES
CUSTOMER
ATTRITION
DOWNSELL
UPSELL
But, watch out
for attrition
and downsell!
AVAILABLE
TO RENEW
Renewal & Upsell
Upsell rates must be higher
than downsell and attrition
rates or your revenue
will decline.
Value-Added Services
Change the trajectory to growth by
cross-selling value-added services
with compelling value propositions.
Pricing Action
Small, annual price increases
on a large revenue base
translates to big dollars.
INITIAL
CONTRACT VALUE
TOTAL
RECURRING REVENUE
ADJUSTED
CONTRACT VALUE
LEVER 1 LEVER 2 LEVER 3
$105M