The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
Since the beginnings of the software industry, Sales has claimed to own the customer relationship. Under the traditional premised-based model, the connection between company and customer is almost invariably transactional in nature, an exchange of up-front money for software licenses. Sales gets their commissions, and has but little interest in the customer afterward. The burden of extracting value from their…

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SaaS/Cloud / On Demand companies can definitely benefit a lot from the lessons of the past. Many a perpetual license software manufacturer has brought disaster by prematurely releasing products before they have been fully tested and are ready to be supported. Who represents the interests of the customer in your company, and what authority goes with that responsibility?

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Hiring a Customer Support/Service executive or manager for a SaaS / On-Demand company through use of a position description from the old model software manufacturing world is a recipe for trouble. SaaS success requires that you hire the right people for the right roles, those who have SaaS DNA and can function effectively in the new ecosystem.

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For SaaS companies, where the application and its data resides out on the web instead of on the local PC, the support burden is less -- and that means lower headcount in the customer contact center. Why? Because the shift to the webtop promises to sharply reduce the impact of the Windows operating system and lower the volume of support requests. What will this mean to companies and support professionals?

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