The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
A very savvy SaaS CEO told me recently that he was concerned about the fact that 80% of his customers had never met anyone at his company face to face. The resulting lack of customer intimacy, as he termed it, was seen as a major contributing factor to the risk of churn. I think he’s right about the connection to…

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Which way to turn?  In the current economic climate, the pressure is on.  SaaS CEOs are told on one hand that there are but three paths to growing revenue:  Raise prices, acquire more customers and keep them longer.  Another voice advises that the secret to success in SaaS is to minimize contact with the customer, to make the application itself…

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