The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
One of the key indicators of a SaaS / Webware company that is struggling over the role of their Support teams is confusion over whether or not to charge extra for support services. Here's why: "Tech Support" needs to go away. It's time for true Support to take its proper role in the overall company profitability strategy.

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The definition of customer support, what it includes and what it doesn't, is a critical strategic decision for Senior Management teams -- especially for SaaS companies. Those who do not set their customer's expectations properly in advance are setting themselves up to fail.

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