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?
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?