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Research Report

Accelerate the Path to LAER Efficiency

This report is for XaaS Product Management members only

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Despite how efficient the sales and service team are in driving retention and renewal rates along the LAER engagement model, any as-a-service business is unlikely to achieve full effectiveness on the LAER Experiment-Efficient-Effective maturity continuum without presence of key attributes in the company’s portfolio of solutions.

TSIA research found that LAER practice maturity, also known as LAER Efficiency, is achieved when the target outcomes of LAER are explicitly designed and engineered during the value creation process.

This paper provides a  review of the customer and engagement requirements driving scalable and profitable XaaS solution design and identifies a set of actionable steps to address them.

Specifically, this paper reviews:

1. The new goalposts of XaaS.
2. The KPIs of LAER’s three outcome vectors.
3. Requirements, challenges, and strategies to engineer:

  • Customer value and outcome realization.
  • Optimal revenue capture.
  • A cost-effective customer engagement model.
4. Resources to help implement the recommendations.

Authored By:

Laura Fay

Vice President, XaaS Product Management, TSIA

Publish Date: December 19, 2019

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