The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
The basic economics of the SaaS model inherently push vendors to run “lean and mean,” which requires close attention to operational profitability in every aspect of the organization.  Though the impact of that reality may be delayed by VC/investor funding, the elemental reckoning cannot be avoided forever. The cumulative effect of day to day operational profitability management will ultimately determine…

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For generations of customers and customer support representatives alike, the experience of trying to work together to resolve a problem over a phone line has often been extremely frustrating and unsatisfactory even when ultimately successful.  I remember countless episodes from my own days many years ago as a support rep, telling customers “Now enter this command, and then tell me…

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From a single post and a handful of readers, The HotLine has warmed up considerably over the past ten months. There are now regular readers from more than 70 countries around the world and all 50 states of the USA. From Hawaii to Georgia, the Maldives to Sri Lanka, Slovakia to Senegal, the Ivory Coast to Ireland, Austria to Australia, Support executives and C-Level officers alike are looking for answers and insight. Years ago, Ken Shevock, then the VP of Worldwide Support Operations for Cisco, commented "Nobody is really 'winning' at Support. We're all doing the same things to try to keep up, but to get to the next level, we're going to have to do something new." The HotLine is about that "something new."

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In any organization, Power Follows Money. One of the principal reasons why the Customer Support/Service department is low on the corporate pecking order is the lack of clarity about its contribution to overall company profitability. That needs to change. Start by producing a verifiable Cost Per Operational Minute value, and build your profitability picture from that beginning.

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