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Research Report

Creating LAER Efficiency with Customer Success

Become a LAER Efficient Customer Success Organization

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 white 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
Download your copy today to start your journey to LAER efficiency with customer success!

Authored By:

Phil Nanus

VP, Customer Success Research, Technology Services Industry Association

Publish Date: September 5, 2018

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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