The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
Hiring a Customer Support/Service executive or manager for a SaaS / On-Demand company through use of a position description from the old model software manufacturing world is a recipe for trouble. SaaS success requires that you hire the right people for the right roles, those who have SaaS DNA and can function effectively in the new ecosystem.

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To truly succeed as a company in the new Software as a Service / On-Demand ecosystem, SaaS thinking must be embedded in the very DNA of every employee on every level throughout the company. But what does SaaS DNA actually look like, and what does it mean in the context of organizational transformation?

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Green Dollar-signIn the traditional perpetual-license model of selling software, the manufacturer takes the majority of their profit up front from the sale of the licenses. In the Software As A Service subscription model, that large up-front influx of revenue and profit goes away, replaced by a more predictable monthly membership arrangement. SaaS profit is realized incrementally instead of all at once.…

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