TSIA’s LAER Customer Engagement Model Explained [Animation]

Posted by Nicole Dornsife on 4/20/18 5:00 AM

In this new business era, customers are more interested in the outcomes they can achieve with their technology purchases than with the technology itself. This is causing a need for technology suppliers to follow a new customer engagement model that can help prevent customer churn. That’s why TSIA created the LAER model, which consists of four key steps along the customer journey from the perspective of the technology supplier: Land, Adopt, Expand, and Renew. In this short animation, you’ll get a quick overview of each stage of the LAER model and how they relate to different functions within your organization.

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Topics: video, LAER, customer engagement, animation

How Field Service Engineers Can Be Your Customer’s Trusted Advisors

Posted by Vele Galovski on 4/17/18 5:00 AM

An adage in business is that “nothing happens until you sell something.” Nothing to install, nothing to service, nothing to renew. Great hardware and equipment manufacturers have been built on great engineers creating great products for great salespeople to sell, and the best of the best repeated this cycle as often as they could. Discussions between customer and supplier revolved around the initial sale, and “services” were comprised of customization and installation and/or support and maintenance contracts. Then, the engineers developed a product refresh and the cycle started all over again. However, as we’ve previously discussed in B4B, the conversations are changing.

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Topics: field service engineer, customer outcomes, field services, cross-sell, upsell, trusted advisor, field service, Blending Service and Sales Motions

What is Expand Selling?

Posted by Steve Frost on 4/12/18 5:00 AM

TSIA Expand Selling research provides clear guidance on how to utilize Services and Customer Success teams in the Sales process for cost-effective revenue growth from existing customers. The name “expand selling” is derived from the third stage in TSIA’s Land, Adopt, Expand, Renew (“LAER”) customer engagement model. It is rooted in TSIA’s belief that selling can be the natural, helpful outcome of a Services conversation, as long as it is taken within the mindset of helping the customer solve their problem, achieve their goals, and drive value from their technology investment.

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Topics: services, sales, expand selling, LAER, collaboration, cross-sell, upsell, trusted advisor, touchpoint calculus

4 Phases of Becoming LAER Efficient, Summarized

Posted by Thomas Lah on 4/10/18 5:00 AM

TSIA’s LAER model is a framework that breaks the supplier’s perspective of the traditional customer engagement journey into four distinct phases: Land, Adopt, Expand, and Renew. As more companies begin to make the pivot to managing annual recurring revenue streams, there’s an industry-wide increase in the creation of LAER initiatives in order to follow a customer engagement plan that works with a subscription-based business model. I recently wrote an upcoming paper for TSIA members called, “4 Phases of Becoming LAER Efficient” that aims to help them assess where they are in efforts to creating a customer engagement model that cost-effectively works with customers in each of the four phases of LAER. Here’s a quick look at those four phases that can help you start thinking about where your company is in this process and where you need to be.

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Topics: renewal, customer adoption, expand selling, LAER, TSIA Research, contract renewal

Upcoming TSIA Webinars: April 2018

Posted by Nicole Dornsife on 4/6/18 5:00 AM

Stay on top of the latest best practices for growing and advancing your business with these upcoming TSIA webinars! Hear directly from our research team and partner community about topics relevant to your business, whether you’re looking to solve a specific challenge or just want to stay current on industry trends. Here is a list of webinars we have coming up on the calendar that you can still register for, as well as a look at past webinars you can watch on-demand.
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Topics: webinars, TSIA Research, TSIA Partners

Come to TSIA’s Executive Professional Services Summit in Germany

Posted by Tom Anderson on 4/5/18 5:00 AM

Join experts from TSIA and Siemens in Cologne, Germany this summer to learn recent industry trends and latest research in the area of professional services at the TSIA 2018 International Professional Services Summit! The topics we’ll be covering in this event follow the theme of “Powering Up Professional Services to Optimize the Customer Value Journey,” where you’ll learn the best practices of successful professional services organizations, how to accelerate customer time to value, how PS is being impacted by tech industry changes, and more. Senior professional services leaders at the VP level and above are invited to attend this information-packed, full-day event.

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Topics: professional services, summit, TSIA events

The Impact of Smart, Connected Products on Business Models

Posted by Vele Galovski on 4/3/18 5:00 AM

As business models continue to shift from the traditional “make, sell, ship” mindset to ones that focus on delivering customer outcomes, the industrial equipment industry is finding it more difficult to grow profitably. In response, equipment manufacturers are beginning to employ the use of smart, connected products to collect data from equipment installed at a customer site to gain insight into unique customer needs. In this short paper, “The Impact of Smart, Connected Products on Business Models,” I discuss how these new technologies are turning traditional business models upside down, while also sharing the benefits and some cautions surrounding smart, connected products.

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Topics: healthcare, field services, industrial equipment, internet of things (IoT), smart, connected products, smart services, healthcare technology

Using Partners to Scale Your Customer Success Organization

Posted by Phil Nanus on 3/29/18 5:00 AM

I have recently travelled back from two conferences, including the CCO Summit, hosted by Gainsight, and the Customer Success Summit, hosted by Totango. One discussion thread at both conferences was the ability to scale Customer Success organizations effectively. It was awesome to hear Totango’s Guy Nirpaz introduce Spark, which is how Totango intends to provide their customers a fast path to scalable value. In Nick Mehta’s kickoff discussion at the CCO Summit, he spoke about how one of the important themes for customer success was to become more prescriptive to our customers. Whether it is use of technology or improved process, the theme of “scale” was very evident.

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Topics: customer success, customer outcomes, channel partners, Blending Service and Sales Motions

Welcome New TSIA Members! March Edition

Posted by Andrew Cromey on 3/27/18 8:46 AM

At TSIA, we are dedicated to helping services organizations both large and small grow and advance in the technology industry. We'd like to take the opportunity to welcome our newest members, as well as acknowledge companies already a part of the TSIA community who have recently renewed or expanded their membership to include additional research areas TSIA has to offer. Here's a little bit about each company, in their own words.

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Topics: support services, customer support, SaaS (software-as-a-service), New TSIA Members, software, information technology (IT), healthcare technology

The Case for Customer Success in Managed Services

Posted by George Humphrey on 3/22/18 5:00 AM

One of the top business challenges facing our Managed Services members is about selling managed services. In fact, this is easily the SBC (Service Business Challenge) that I spend the most time on while performing on-site workshops with them. It seems that most of the focus of the managed service provider is on the Land motion within the TSIA LAER model.

While selling managed services is, without a doubt a significant objective, the need to continually support, nurture, and grow your customer is just as important. When looking at the TSIA LAER model in the context of managed services, the Adopt, Expand, and Renew area is 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.

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Topics: customer success, managed services, customer success manager, Blending Service and Sales Motions

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