Presented by TSIA, October 15 – 17, 2018, ARIA Resort & Casino, Las Vegas

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.

At TSW, you’ll learn about what it takes to become LAER Effective and ultimately LAER Efficient, how to create better synergy between service lines and functions to support this model, and where your company is in your journey toward creating a customer engagement model that cost-effectively works with your customers in each of the four phases of LAER.

RTM Consulting sessions will include:

Strategies for Resource Planning and Management for a LAER Effective PSO

Professional Services organizations (PSO) are a critical component for LAER effective companies. The most critical first step for services is helping sales land the customer and then effectively guide the customer to achieving value through adoption. The transition from sales to service is critical. A common inhibitor to this is not having the right people at the right place at the right time. In other words, the PS team is not able to predict and consistently align talent with demand. Too often, PSOs are reacting to new customer wins rather than effectively planning to always have the right resources ready to mobilize. The solution is effective resource planning and management. This session will explore how to overcome challenges with technology, data quality, cross-organization collaboration and effective execution of resource planning processes.

Make Customer Service Your Growth Engine: Best Practices in Improving the Customer Experience

It’s a known fact that it costs less to keep an existing customer than to find a new one. In Field Services we are on the front lines of creating a happy customer (or not) with each and every incident we respond to. Creating a predictable and satisfying customer experience requires a planned mix of FS processes supported by the right technology and guided by timely customer feedback. The panel session will explore insights on trends and best practices for producing the best possible customer experience leading to making FS a growth engine for any company.

From Technologist to Consultant in Professional Services: “What Got You Here Won’t Get You There”

PSOs have traditionally spent a lot of time, money, and effort training service practitioners on their products and technology. But given all of the change and transformation happening in technology services today, is that still the right investment? Our customers are telling us it’s not—their demands and expectations for better business outcomes from us as their solution providers have never been higher. Land and expand selling, leveraging professional services to drive adoption, and engineering outcome-based solutions all require a more consultative skill set than traditional technology acumen. It takes skills like effectively engaging customers at all levels, establishing trusted relationships, providing effective counsel and advice, and identifying new opportunities to upsell company solutions—the high-value soft skills today’s service practitioner needs. The session will explore the key skills today’s service practitioners need to be successful and the essential steps to develop them.