A couple of months ago, I covered customer experience and the Cisco racetrack - or lifecycle across the customer journey that's extremely important for companies to be able to drive customer success.
Today, I want to show you one more model that's become more and more popular if you work in SaaS or Customer Success.
This model is called L.A.E.R. and stands for Land, Adopt, Expand and Renew.
Each of these phases has a different focus and they are not just about customer success as in post-sales but also the intersect with sales pre-purchase and for the renewal stage.
At the end of the day, the model aims to ensure that when a customer buys a product or a service, they truly realise the value of the purchase and achieve the business outcomes or goals they were expecting to get to by buying this product or solution.
As a business, it's on you to deliver on that promise after the sale which will lead to customer happiness and loyalty.
Let's take a look at the L.A.E.R. model.