In order to provide complete functionality, this web site needs your explicit consent to store browser cookies. If you don't allow cookies, you may not be able to use certain features of the web site including but not limited to: log in, buy products, see personalized content, switch between site cultures. It is recommended that you allow all cookies.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Research Report

Framework: Complexity versus Capability

This report is for Customer Growth and Renewal members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

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

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

Experience Our Community

Our thriving community of 40,000 technology and services leaders rely on TSIA insights every day.