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

LAER Explained: A New Customer Engagement Model for a New Business Era

Posted by Thomas Lah on 10/17/17 9:14 AM

The act of selling technology has undergone a radical change. Purchases are no longer the large up-front investments they once were, but are instead made up of lower cost subscriptions and value-add services. As a result, the features and function of the technology are now less important when compared to the business outcome achieved by using the technology. In this new era of technology-as-a-service (XaaS), the ability to successfully deliver customer outcomes, keep customers on your platform, and get them to spend more money over time will be what determines your company’s profitability and success. 

In order to thrive in this changing marketplace, TSIA believes that today’s technology providers need to shift their focus from selling more assets to growing customers successfully. To aid in this transition, TSIA has developed the supplier view of a customer engagement model called LAER (pronounced “layer”). While we have discussed this in blogs, TSW conferences, and the new Technology-as-a-Service Playbook, here are the basics of LAER explained and its impact to the customer-supplier relationship.

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Topics: XaaS (x-as-a-service), customer-supplier relationship, customer adoption, customer outcomes, expand selling, LAER, customer engagement, Technology-as-a-Service Playbook

3 Ways Education Services Can Advance the Customer Journey

Posted by Maria Manning-Chapman on 9/22/17 5:00 AM

Journeys come in all shapes and sizes. Some are short and easy, like a quick weekend getaway, while others are long and arduous, like a multi-week trip to parts unknown. The longer and more complex the journey, the more a plan or a roadmap, literally and figuratively, is needed to ensure success. Any journey starts with some basic questions: Where do I want to go? How am I going to get there? What do I want to see and do? What do I need to bring? A customer journey is no different than any other type of journey—it starts with some basic questions and is supported by a well-thought-out plan.

So, what does education services (ES) have to do with the customer journey? Everything. Think of ES as the tour guide, that person at the front of the pack describing what you’re seeing, answering all your questions, and shepherding you to the next destination. Just as a tour guide has a map, education organizations do too—a curriculum roadmap, which serves to guide customers through every stage of their product usage journey. Here are three stops along the customer journey where education services can play a critical role.

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Topics: education services, customer adoption, customer engagement, channel partners, Art and Science of the Customer Journey

4 Self-Service Trends and Pacesetter Practices to Watch in 2017

Posted by John Ragsdale on 1/11/17 5:00 AM

With the unprecedented planned spending for customer self-service portals, companies are looking for help on where to start. Over the last year, TSIA's VP of Support Services Research, Judith Platz, and I have had the opportunity to work with multiple TSIA members on evaluating their current self-service programs, tools and metrics, and making recommendations on investment priorities to accelerate self-service success. I'm hoping these engagements have been as informative for the members as they have been for us.

As we head into 2017, I wanted to recap some trends and member pacesetter practices we are tracking related to self-service.

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Topics: support services, social support, customer support, online communities, online support, customer engagement, self-service support, knowledge base

What I Heard at TSW San Diego 2016

Posted by John Ragsdale on 5/10/16 8:38 AM

Last week, TSIA held our Technology Services World (TSW) conference in beautiful San Diego. I had a really busy week with 11 presentations, including a technology keynote and the EXPO Tour, and I spent most of Wednesday in 1:1 meetings with members, talking about their technology challenges. Based on questions asked during breakout sessions, my 1:1 meetings, and dozens of hallway and EXPO conversations, I've put together a list of the common themes I heard that I'd like to share with you.

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Topics: professional services automation (PSA), customer engagement, Technology Services World Conference, customer portal

Achieve Subscription Success Through Customer Journey Mapping

Posted by Dhaval Moogimane, Steven Michalkow, and Peter Armaly on 1/26/16 7:30 AM

The subscription economy continues to push its way into our everyday lives. It’s highly likely that nearly everyone reading this post has a subscription to Netflix, Spotify, or ZipCar, or even Dollar Shave Club.

In technology, the subscription shift isn’t just happening on the consumer side—many enterprise technology providers are also making the transition. The SaaS segment of enterprise software will grow at an aggressive 18 percent compound annual growth rate (CAGR) over the next three years, and will represent approximately 31 percent of the total software economy by 2018[i].

In this post, we will outline why delivering a remarkable end-to-end customer experience is key to subscription success, two golden rules of customer engagement, common barriers to success, and the power of customer journey mapping in achieving it.

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Topics: customer success, customer experience journey mapping, SaaS (software-as-a-service), customer engagement

Don't Get Caught Off Guard By A Poor Customer Experience

Posted by Dennis Gershowitz on 10/1/15 6:30 AM

About six weeks ago, I shipped a piece of art via a highly reputable shipper. I will spare you the details of this fiasco, but needless to say, for a company prides itself in its branding as delivering the highest level of customer experience, I have to wonder how much truth there is behind their claim. My misfortune brings up the point that every company looking to maintain a good reputation with their customers should always be asking themselves, "Would our customer experience be considered positive or negative?"

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Topics: customer experience, customer service, customer experience journey mapping, customer engagement, TSIA Partners

[Breaking News] Verint Systems Acquires Telligent: Customer Community Core to Customer Engagement Strategy

Posted by John Ragsdale on 8/17/15 5:00 AM

When I first began publishing research on customer communities as a self-service channel in 2004, few companies had a community, and most were afraid of the “free-for-all” nature of discussion forums, fearful of what customers might say. Today, communities are a critical channel in supporting customers (and partners), allowing expert customers to answer other users’ questions and weigh in on any issue based on their own unique experiences. 

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Topics: customer success, knowledge management, social support, online communities, online support, customer engagement

How Customer Experience Elevates the Support Organization

Posted by Scott Hirsch on 10/11/13 1:12 PM

“Companies with customer communities that are well integrated into the heart of their business see tremendous benefits and a customer experience advantage.”

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Topics: support, customer experience, social media, customer experience management, customer communities, social support, customer engagement

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