Unlock growth in XaaS (Everything-as-a-service)
In today’s pay-as-you-go economy, products are giving way to services—and in this shift, your XaaS customer success strategy is more critical than ever. Reducing churn and driving sustainable growth hinges not just on acquisition, but on retention, expansion, and renewal.
Let’s explore how integrating a strong customer adoption framework and the LAER model customer success approach can unlock growth in a subscription-based business model.
Great businesses aren’t built by accident.
They’re built with purpose, clarity, and a plan that turns vision into action. That’s what OneAccord delivers: a tailored path to help your business grow, scale, or exit with confidence.
Whether you’re navigating stalled growth, operational challenges, or preparing for a sale, our proven process provides the structure, leadership, and hands-on execution you need to move forward.
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Whether you’re scaling, preparing for a transition, or working through a challenge — sometimes the most valuable move is a conversation with someone who’s walked that road.
We’d love to hear where you are, where you’re headed, and explore how we can support your next chapter.
The Funnel Is Dead — Long Live LAER
The traditional sales funnel moves customers from stranger to buyer in a linear journey. But in the XaaS space, the real work begins after the sale.
Clients can cancel anytime—especially when they aren’t seeing or using the value of your solution. In most cases, churn isn’t caused by product failure—it’s caused by poor adoption.
Enter LAER: Land, Adopt, Expand, Renew.
Every stage influences growth. The LAER model customer success strategy recognizes that revenue depends not only on selling but also on how deeply customers use, expand, and renew your solution.
For a deeper look into adaptive approaches to business growth, explore our blog on Business Solutions for Industry Pioneers.
Explore how our consultants support IT providers through Strategic Planning.
Customer Success Is Not Tech Support
Too often, businesses conflate Customer Success with Customer Support or Technical Support.
Customer Success is a proactive methodology focused on helping clients achieve real business outcomes through your solution. It includes:
- Ensuring proper implementation
- Encouraging full product adoption
- Driving expansion to new users or departments
- Renewing contracts based on delivered value
It’s not about reacting to problems—it’s about preventing churn by making your client successful.
If your business is growing and leadership is stretched thin, consider our Fractional & Interim C-Suite Operators who can help operationalize your Customer Success strategy.
Need help building your customer adoption framework? OneAccord can guide you through implementation.
Why Adoption Is Everything in XaaS
When adoption lags, cancellations follow. But when customers discover new applications, integrate the product deeper into their workflow, and realize ongoing value—they stay, grow, and advocate.
The difference lies in:
- Ongoing onboarding
- Regular check-ins
- Success metrics
- Real-time value delivery
This is what separates static SaaS models from growth-focused XaaS customer success strategies.
If you’re reevaluating how to deliver value across the full lifecycle, check out our piece on Nurturing Future Leaders: Mentorship Insights.
Internal Link: Use our Realize & Receive the Value tool to assess where your customer success strategy stands today.
Final Thoughts
To succeed in an as-a-service world, you need to go beyond closing deals—you need to create advocates. The LAER model, paired with a robust customer adoption framework, transforms short-term buyers into long-term partners.
Let’s build your XaaS customer success strategy together. Contact OneAccord today.
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Let’s Start with a Conversation
Whether you’re navigating a transition, hitting a plateau, or simply ready to grow, a free consultation is the best way to explore what’s next.
No sales pitch—just a thoughtful conversation about where you are, where you want to be, and how we might help you get there.
Principal at OneAccord
FAQs: Strategic Business Planning & Support
Strategic Planning creates a roadmap for your company with clear initiatives, responsibilities, and goals. Business Coaching with OASYS helps your team implement that roadmap through better systems, leadership, and team alignment.
When you’re facing transition, gaps in leadership, or need momentum during key growth or exit phases. It’s a cost-effective way to get experienced leadership without a long hiring cycle.
Yes—but it often leads to deeper engagements. About 70% of our strategic planning clients move into coaching or executive support once they see the results.
No. We specialize in helping mid-market businesses—typically $5M–$100M in revenue—across industries prepare for growth, scale, or succession.
We typically begin with a consultation, followed by a discovery phase. Depending on the engagement type, we can often begin work within 2–3 weeks.
