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

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Beginning around 1980, with the proliferation of threaded-message discussion forums on CompuServe covering a variety of hardware and software technology products and companies, to today’s multifaceted social media, the concept of tapping a customer base / community for customer support purposes has a long history.  Some companies have been very successful, and others have seen the opposite outcome.  Along the…

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In the course of The SaaS & Support Project research, I began asking companies about two related roles that have been popping up in organizational charts of all sized firms for some time:  Customer Retention and Customer Success.  I’ve found that Customer Retention managers tend for the most part to be “firefighter” positions, called in when a customer…

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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…

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