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Research Report

How to Build a Customer Growth Organization

This report is for Service Revenue Generation members only

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A customer growth (expand selling and renewals) organization is a specialized, sales or selling-capable customer success organization with a very specific charter: to defend the existing revenue schedule and to grow that revenue from the customer base. The organization is the operationalized and functional expression stemming from a corporate renewal and expansion strategy and must align to the larger selling capabilities within the company.

This paper explores the key levers that must be addressed in forming and then transforming an organization within the broader customer growth and renewal strategy. It discusses the sequence and process for determining the key attributes for the organization based on the outputs required from the organization. 

Authored By:

Jack Johnson

Vice President, Customer Growth and Renewal Research, TSIA

Publish Date: March 25, 2021

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