The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support

A White Paper / Report of the Customer Success Management Initiative

As a fast increasing number of SaaS/Cloud companies are discovering, the sea-change in the industry is far from over.  The shift in profit realization strategies from the sale of perpetual licenses over to the subscription model has made customer retention a mandatory requirement.  The signing of the first contract…

Continue Reading »

Over the past couple of years, a new position has popped up in the job listings throughout the SaaS/Cloud sector, and a new box has appeared on a fast-growing number of company organizational charts.  Sometimes it’s as a sole contributor, in others as a very sizeable team; the new role may be listed under any of the direct CxO reports…

Continue Reading »

At the true beginning of the modern computing industry, when general access to computers first came within reach of small businesses and individuals alike, there often was a key phrase in the user agreement / contract of sale. “The software is sold as is, without any implied guarantee of merchantibility or fitness for any particular purpose.” While such crisply specific…

Continue Reading »