About TSIA
Senior Leadership
Research Team
Advisory Board
Partner with TSIA
Diversity, Equity, and Inclusion
TSIA Giving Program
Customer Growth and Renewal
Customer Success
Education Services
Field Services
Managed Services
Professional Services
Service Offer Management
Subscription Sales
Support Services
XaaS Channel Optimization
XaaS Product Management
Membership
Pricing
Advisory Services
XaaS Speaking Engagements
STAR Awards
Become a Member
Resource Library
Webinars
TSIA Blog
Podcast
TSIA Books
Digital Transformation
Why TSIA
Our Data
Our Community
Outcomes
If you believe you are seeing this message in error, please let us know.
Laura Fay is the vice president & managing director of offers research and advisory for TSIA. Laura is a technology industry veteran with over 30 years of experience driving business growth in the technology industry via leadership roles in product management, general management, product development, and customer success.
Prior to TSIA, Laura has lived the XaaS business transformation journey at multiple companies. She has experienced success in large well- established enterprises and a number of early stage high growth companies, including Good Technology/Blackberry, Salesforce, E*TRADE Business Solutions, Lotus Development and IBM.
Laura holds a Bachelor’s degree in Computer Science (Hons.) from Trinity College Dublin, Ireland, and an MBA from Santa Clara University, California.
Laura is a regular contributor to the TSIA blog on the topics of XaaS product management, the product management handshake, and trends in SaaS pricing.
The Secrets to Fueling Product Adoption with In App Guidance
Discover TSIA’s recommended maturity framework for an effective in-application guidance strategy backed by industry data and case examples.
View Members-Only Content Summary
Ask about TSIA membership to access.
Already a TSIA member? Sign In.
Defining and Measuring Value and Outcomes
Survey findings on the practice of defining and measuring customer business outcomes and vendors' value contribution to those outcomes.
Customer Success and Product Management Collaboration
A look at how a company’s product management and customer success organizations can collaborate for the benefit of the customer and business growth.
Trends in Technology and Service Pricing
Are technology prices increasing? Are technology services prices increasing with inflation?
Building a Successful Product Management–Customer Success Relationship
This report looks at how product management can work better with customer success and how customer success is dependent on product management.
The Essential Handshake Between Customer Success and Product Management
This report documents the first three first steps that should characterize any product management partnership with customer success.
The State of the Product Management Customer Success Handshake
A strong customer success and product handshake is essential for customer value realization. Join us for TSIA's insights on this important topic.
Product Management–Customer Success Operational Maturity Model
How to assess where companies are on the product management–customer success operational maturity curve and steps to mature inter-team engagement.
An Introduction to Product Management for non-Product Management People 2022
The world of product management can sometimes be confusing, mysterious, misunderstood and at times intimidating. When the success of your job is . . .
XaaS Pricing Models and Trends
How do you establish a monetization strategy for your XaaS offer portfolio that best aligns with customer outcomes? Laura Fay, VP & Managing . . .
The Enterprise Digital Customer Experience (DCX)
What if I told you that as much of 40% of all your current company expenses are spent compensating for a weak DCX and that in the next 5 years your . . .
LAER Efficiency
This paper introduces the LAER framework and offers a insight into its maturity, its challenges, and how product management intervention is essential.