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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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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