TSIA 2018 Fall TSW: The LAER Effective Company

The theme of TSIA’s recent Technology Services World conference was “LAER Effective Company”. TSIA’s LAER model is a framework that breaks the traditional customer engagement journey into four distinct phases: Land, Adopt, Expand, and Renew. Hubert Selvanathan reflected on TSW 18 and the numerous discussions at the conference and took away four highlights in driving to a “LAER Effective Company”.

A Guide to Composite Health Scoring

The fundamental underpinning of Pulse 2018 was the notion that Customer Success is bigger than just establishing a CS management team or organization. Instead, it is a company’s ability to drive customer’s desired outcomes and an exceptional customer experience. A challenge that companies face when striving to deliver this larger notion of Customer Success is putting in place a health scoring mechanism that can proactively identify at-risk customers. Manisha Mishra consolidated various metrics presented at Pulse into a concise and effective composite health scoring framework centered on measuring desired customer outcomes and the customer experience.

Be Careful What You Crowdsource

Tools for handling and analyzing very large amounts of unstructured data are increasingly “mainstream” in both research and enterprise IT operational use. What they make possible is fascinating – and the potential to “mine” these huge pools of data is significant. But are we pushing the power of analytics too hard and too far? In his latest article for CFO Magazine, John Parkinson outlines his concerns with mainstream crowdsourcing.

Using a PSA System to Master Your Services Universe

Professional Services Automation (PSA) systems can be incredibly useful in managing Services organizations, helping them not just survive, but thrive by maximizing the value of their greatest resources – their people. Andrew Clark outlines the benefits that a PSA system should deliver and offers seven steps a Services organization should take to ensure its PSA system implementation delivers the desired results and the greatest value.