The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
There are a wide range of third-party firms that can become involved in a typical transaction between a software manufacturer and the customer.   In some cases, these companies are part of a product sales and distribution line from manufacturer to customer.  Other types of partners may only sell add-on services such as implementation, training or consulting.  The definitions for the…

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While their Marketing and Support professionals continue to explore the usage and management of social media, there is a much larger challenge to be faced by SaaS/Cloud firms — and all other technology players as well.  The implications of the changes in our general culture over the last 25 years are not limited to those two disciplines in the technology…

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As the SaaS tsunami continues to roll out at a dizzying pace, staying current on developments is a considerable challenge for people in all sectors of the SaaS/Cloud community.  One of the best sources I’ve found for vision, information and ideas throughout my career has been the conversations that happen at well-run industry conferences.  Yes, travel budgets are tight and…

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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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