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Research Report

LAER Efficiency


This research insight provides an introduction to the customer engagement challenges and maturity of XaaS businesses and product management's role in accelerating the path to scale and profitability.

Sales and services are working hard to drive revenue growth and to service customers on their journey to value and outcome realization. However, today's cost of sales and service are rendering the majority of XaaS business unprofitable.

To deliver scalable growth and profits, XaaS businesses need to shift left and address the efficiency of the downstream activities during the value creation phase.

This paper introduces the downstream LAER framework and offers a double-click of discovery into its maturity, its challenges, and how product management intervention is essential.

Specifically, this paper addresses:
  1. The state of the XaaS business model.
  2. The LAER customer engagement model.
  3. The expected outcomes of LAER.
  4. The  LAER maturity curve.
  5. Top challenges of sales and services in driving LAER efficiency.
  6. The role of product management in accelerating the path to LAER efficiency.


Authored By:

Laura Fay

Vice President and Managing Director, XaaS Product Management Research, TSIA

Publish Date: May 4, 2022

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