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Research Report

The Case for Customer Success in Managed Services

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In managed services, one of the top business challenges facing our members, and one that is painfully visible, is selling managed services. In fact, this is easily the service business challenge (SBC) that we spend the most time on when conducting an on-site workshop with a TSIA Managed Services member. It seems that most of the focus of the managed service provider is on the “land” motion within the TSIA LAER framework.

While selling managed services is, without a doubt, a significant challenge, continually supporting, nurturing, and growing your customer is as important—we would argue that it is even more important. When looking at the TSIA LAER model, these are the adopt, expand, and renew areas that are often grossly neglected by business owners. If organized and staffed properly, focusing on the AER portion of LAER will turn your managed services business into the gift that keeps on giving.

This report details how sales and support can work together within the LAER framework to help transform managed services growth.

Authored By:

George Humphrey

Vice President and Managing Director, Service and Delivery Research and Advisory, TSIA

Publish Date: June 1, 2021

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