TSIA and Gainsight: The State of Customer Success 2017 Image

TSIA and Gainsight: The State of Customer Success 2017

As we have seen with the undeniable push toward an as-a-service model, technology suppliers have become more focused on the adoption phase of TSIA’s LAER model (land, adopt, expand, renew). The LAER model is the perspective of the customer engagement life cycle from the view of the technology supplier. This is where Customer Success has become such a hot topic, as it is the single organizational capability that is focused on effective technology adoption that leads to increased renewal rates and expansion opportunities. In this paper, TSIA’s industry-leading research team breaks down the latest trends and benchmarking data from around the Customer Success community.

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