The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
Since the beginnings of the software industry, Sales has claimed to own the customer relationship. Under the traditional premised-based model, the connection between company and customer is almost invariably transactional in nature, an exchange of up-front money for software licenses. Sales gets their commissions, and has but little interest in the customer afterward. The burden of extracting value from their…

Continue Reading »

Many companies these days want to be perceived as being "Customer Centric." The rewards of customer loyalty supposedly to be gained through attaining such status certainly seem impressive. It's understandable that senior management teams and contact center executives would want to jump on the bandwagon and talk of customer centricity initiatives of their own. Unfortunately, the moves being made and the path being followed are mostly transaction centric rather than truly being about a mutually profitable and therefore continuing relationship between company and customer.

Continue Reading »