The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
The question: “Where should the Customer Retention / Success Management team (by whatever name) be placed in a SaaS organization?” — is one of the top queries being asked all over the global software industry.  Should CSM be a part of Sales? Operations? Professional Services / Implementation / On-Boarding?  Does it report independently to the CEO?  Worldwide, examples…

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In the past six weeks, there has been a lot of participation in the CSMI Research Surveys, both by companies who have established CSM groups and by those who are planning to do so in the near future. Two new Sponsors, CSM technology vendors ToTango and JBara Software, have come on board to join Apptegic and The HotLine

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