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

Expanding revenue streams has become a critical challenge, particularly for companies managing technology subscriptions. AI is a powerful tool that analyzes large volumes of data and predicts customer behavior. As AI continues to shape the landscape, many organizations face the pressing question: how can we effectively leverage AI to retain and expand recurring revenue?

We are working to answer this question in our Customer Growth and Renewal Research Journey. This comprehensive study delves into AI's latest research and practical applications in customer expansion and revenue growth. This blog will summarize the essential findings and strategies you can expect in our upcoming Research Journey, focusing on how companies harness generative AI and machine learning to improve operational efficiency and drive predictive insights.

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Define the Problem: The Urgent Challenge of Expanding Revenue in a Competitive Landscape

As businesses continue to adopt AI, a common challenge arises: how can organizations effectively expand recurring revenue? This question is particularly pressing for those managing technology subscriptions, with high stakes of losing customers. Many companies need help scaling their operations to manage large volumes of subscriptions while simultaneously keeping labor costs low.

Why Is This Problem Critical?

The inability to efficiently manage subscriptions and retain customers can directly impact revenue streams. The risk is clear for organizations in sales, customer success, and renewal services—as falling behind on AI adoption could mean losing competitive ground. Companies that fail to leverage AI to reduce costs, identify customer needs, and drive subscription renewals may see a decline in productivity and revenue potential.

What Are the Risks of Not Solving This Problem?

Failing to address the challenges of AI adoption for customer retention and expansion comes with significant risks:

• Falling behind the competition: The market is moving quickly, and companies that remain stagnant in their use of AI will need help to keep up with competitors.
• Missed revenue opportunities: Organizations that cannot identify customer needs and expansion opportunities quickly risk losing potential revenue.
• Increased operational costs: As businesses grow, scaling operations without AI could lead to a reliance on higher labor costs, reducing overall profitability.

The consequences are clear: companies that don’t embrace AI risk being left behind, as others find more efficient ways to retain and grow their customer base.

Unveiling the Research Methodology: How We’re Solving the Problem

This Research Journey focuses on two core areas where AI significantly impacts operational efficiency and predictive capabilities: generative AI and machine learning. The goal is to uncover how organizations leverage these technologies to improve customer outcomes and increase their revenue potential.

Operational Efficiency Through Generative AI

Generative AI helps organizations predict the intended outputs for various tasks. Whether it’s building a sales pitch, drafting a marketing plan, or creating documents, this technology helps reduce time and improves the quality of communications. By automating these tasks, companies can become more efficient, leading to better customer engagement and faster responses to business needs.

Predictive Insights With Machine Learning

On the other hand, machine learning plays a critical role in helping businesses analyze structured data to anticipate customer behavior. For instance, by tagging customer conditions and predicting their next steps, companies can proactively place relevant offers in front of the right customers. Whether it’s identifying a customer’s likelihood to buy a new product or predicting the chances they won’t renew a subscription, this capability enables businesses to act quickly and more strategically.

What You’ll Gain From Participating in This Research Journey

Participants in this Research Journey will better understand how generative AI and machine learning are applied to customer retention and revenue expansion. Throughout the process, we will explore:

• The specific AI-driven practices that organizations are using today.
• How these practices are leading to tangible business results, such as improved expansion rates and incremental revenue growth.
• Which strategies and tactics are most effective in the current market

By joining this Research Journey, participants will gain practical insights on how AI can be harnessed to retain customers and drive revenue. The outcome will offer:

• A clear picture of how AI is currently being utilized in customer expansion.
• Actionable strategies and tactics that can be implemented in the short and mid-term to boost performance.
• Guidance on navigating the complexities of AI adoption, helping reduce confusion around what is working and what isn’t.

Ultimately, this research aims to cut through the noise and clarify how AI can transform your business, allowing you to take meaningful steps toward increasing expansion and growth.

Your Key Takeaways

• AI is critical to scaling customer expansion and revenue growth: Companies managing large volumes of subscriptions must adopt AI to improve operational efficiency and reduce costs. Generative AI helps automate communication tasks, while machine learning provides insights that help anticipate customer needs and drive renewals.
• Falling behind in AI adoption poses significant risks: Organizations that fail to implement AI for customer expansion lose competitive ground, miss revenue opportunities, and incur higher operational costs. The market is evolving quickly, and those who hesitate to adopt AI may struggle to keep up.
• Actionable insights for implementing AI in customer retention: This Research Journey uncovers specific AI-driven strategies that work today. By applying these insights, companies can take meaningful steps to improve customer expansion and drive growth, positioning themselves for long-term success.

‍This is an ongoing Research Journey with updates happening in real-time. Click here to experience this Research Journey in full.