Independent Report Cites ServiceSource In Market Overview for Customer Success Solutions

New Research Report Spotlights Capabilities of Customer Success Vendors

SAN FRANCISCO--()--ServiceSource® (NASDAQ:SREV), the global leader in recurring revenue and customer success management, today announced its inclusion in Forrester Research, Inc.’s October 2014 report, “Market Overview: Customer Success Solutions” (Access Requires Subscription). The report highlights the importance of customer success teams, tools and processes in a world that’s shifting to subscription business models. As companies evaluate customer success vendors, the report provides a decision framework, along with vendor profiles including ServiceSource.

“Increasingly, business buyers are expecting ‘pay to use’ models for products, goods and services that support their needs”

“Customer success management is an emerging organizational role for companies that offer products and services as subscriptions. Its mission is to proactively engage with their customers to ensure that they are realizing the economic benefit of their purchase,” wrote Kate Leggett, VP and principal analyst at Forrester, in the report. “Customer success organizations use an array of company and customer data to create a ‘health score.’ The behavior of the health score at the company, subscription, and user level — its raw number, trends, and sudden changes — is at the heart of understanding and managing customer success.”

ServiceSource is cited as a key CSM vendor in the Forrester Customer Success Solutions Market Overview for providing life-cycle management solutions that maximize customer value.

The subscription economy is moving customer behavior away from ‘pay to own’ to ‘pay to use.’ This shift requires companies to demonstrate ongoing value to minimize customer churn, ensure customers renew their subscriptions, and expand business relationships. To achieve these goals, an emerging class of applications for Customer Success Management (CSM) helps customer success teams by monitoring customer health and prescribing the right actions and sales plays.

ServiceSource Featured in New Forrester CSM Report

Leveraging user- and subscription-level usage analytics, ServiceSource Customer Success empowers customer success teams to focus on the accounts and activities that matter most, implement effective success plans, and engage users with personalized, high-value interactions that drive customer lifetime value, reduce churn and ensure customer satisfaction.

“Increasingly, business buyers are expecting ‘pay to use’ models for products, goods and services that support their needs,” said Jim Dunham, President of the Cloud & Business Intelligence unit at ServiceSource. “To succeed, companies must demonstrate value – early and often – across the entire customer lifecycle through customer success management. We are honored to be cited by Forrester as enabling customer success organizations to drive customer retention and deliver successful customer renewal and expansion sales cycles.”

To learn more about the report and ServiceSource, please visit:

About ServiceSource

ServiceSource International, Inc. (NASDAQ: SREV) is the global leader in recurring revenue and customer success management. B2B companies use ServiceSource to drive growth and build long-standing relationships across the customer lifecycle. Through its software and services, ServiceSource delivers higher subscription, maintenance and support revenue, and improved customer retention. Headquartered in San Francisco, ServiceSource® manages approximately $14.5 billion in revenue for the world's largest and most respected technology, industrial, healthcare and life sciences, and media and information companies. For more information, go to

Forward-Looking Statements

This press release contains forward-looking statements, including statements regarding the benefits of ServiceSource offerings, including our cloud platform and applications and, as applicable, our managed services offerings. These forward-looking statements are based on our current assumptions and beliefs, and involve risks and uncertainties that could cause our results to differ materially from those expressed or implied in our forward-looking statements. Those risks and uncertainties include, without limitation, fluctuations in our quarterly results of operations; the risk of material defects or errors in our software offerings or their failure to meet customer expectations; migrating customers to Renew OnDemand and/or other SaaS offerings and the ability to integrate such offerings with other third-party applications used by our customers; errors in estimates as to the renewal rate improvements and/or service revenue we can generate for our customers; our ability to grow the market for service revenue management; our ability to protect our intellectual property rights; the risk of claims that our offerings infringe the intellectual property rights of others; changes in market conditions that impact our ability to sell Renew OnDemand or other SaaS solutions and/or generate service revenue on our customers' behalf; the possibility that our estimates of service revenue opportunity under management and other metrics may prove inaccurate; demand for our offering that falls short of expectations; our ability to keep customer data and other confidential information secure; our ability to adapt our solution to changes in the market or new competition; general political, economic and market conditions and events; and other risks and uncertainties described more fully in our periodic reports and registration statements filed with the Securities and Exchange Commission, which can be obtained online at the Commission's website at All forward-looking statements in this press release are based on information currently available to us, and we assume no obligation to update these forward-looking statements.

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ServiceSource, Renew OnDemand, Scout and any ServiceSource product or service names or logos above are trademarks of ServiceSource International, Inc. All other trademarks used herein belong to their respective owners.


Media Contacts for ServiceSource
Randy Brasche, 415-901-7719
Barokas PR for ServiceSource
Katharine Kemp, 206-264-8220

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Release Summary

ServiceSource today announced its inclusion in Forrester Research, Inc.’s October 2014 report, “Market Overview: Customer Success Solutions.”

ServiceSource International, Inc.