Conference Presentation

Keynote - Cross-Functional Strategies for Cost-Effectively Improving Your Customer Engagement Model

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TSIA’s LAER model is a framework that breaks the supplier’s perspective of the traditional customer engagement journey into four distinct phases: Land, Adopt, Expand, and Renew. As more companies begin to make the pivot to managing annual recurring revenue streams, there’s an industry-wide increase in the creation of LAER initiatives in order to follow a customer engagement plan that works with a subscription-based business model. However during that journey what most companies land up doing is adding costs. They add a Customer Success team, they add an analytics team, they add more touchpoints to the engagement. All this against a backdrop of rapidly commoditizing product categories and price reductions in the markets they serve. Hardly a solid combination for future profits! So how can we think differently? Where can costs come OUT of your company’s operating model. How do we use data and software to replace labor and get an even better customer outcome? How do we simplify some of our complex company structures? What does it mean to build a customer experience that pulls product and services sales while at the same time reducing sales costs? In this keynote you’ll learn about what it takes to become LAER Effective and ultimately LAER Efficient, how to create better synergy between service lines, sales activities and functions to support this model, and where your company is in your journey toward creating a customer engagement model that cost-effectively works with your customers in each of the four phases of LAER. This Keynote is sponsored by ServiceNow.

Presented By:

J.B. Wood

President and CEO, TSIA

Publish Date: October 16, 2018

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Peg Rodarmel, SVP, Subscription Services, Infor

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