The shift we're seeing in the technology industry to more recurring revenue via subscription means that if at any point along the customer journey the customer decides your product or service isn't meeting their needs, the revenue will stop flowing. As such, there are many new capabilities that need to be created. TSIA created the LAER (Land, Adopt, Expand, Renew) framework to provide technology companies with the practices and capabilities needed to help their customers achieve business outcomes. In this paper, you'll learn about: - TSIA’s LAER framework - The four phases of LAER - How to get to LAER Efficient - What it means to be a LAER Efficient Customer Success Organization