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Research Report
Framework: Complexity versus Capability
Mapping Resources Effectively for Renewals
TSIA’s Land, Adopt, Expand, Renew (LAER) customer engagement framework has become the industry standard for technology-as-a-service (XaaS) companies and offerings. By anchoring on the LAER model, technology companies have a roadmap to optimize revenues and drive desired outcomes throughout the customer life cycle. To become LAER efficient, the right people, processes, and technologies must be in place to optimize and support each motion in LAER. Mapping business capabilities to the complexity of work is essential to driving high-growth performance.
Authored By:
Jack Johnson
Vice President, Customer Growth and Renewal Research, TSIA
Steve Frost
Vice President and Managing Director, Revenue Research and Advisory, TSIA
Publish Date: October 11, 2023
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