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

The Papers Page

For over thirty years, Mikael Blaisdell has been writing about customer retention through support and service.  Long before Customer Relationship Management became an industry, he was engaging in online discussions via the early time-sharing resources and sharing insights and best practices in published articles and columns in the print media. The Papers page is where…

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