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

MBAI logo-MedFinding and acquiring customers is very expensive for software vendors, especially when the typically hidden costs of striving to forestall departures and to re-acquire lost relationships are factored into the real accounting equation.  Unfortunately, in the competitive pressure of the necessary race to build market share, it is all too easy for a technology company to lose awareness of what comes after the contract has been signed.  The result is churn, turnover in the customer community, which can silently drain profitability and cripple the long-term viability of the enterprise.

To help technology companies to regain effective control over post-sale realities and thereby significantly enhance overall profitability and customer retention, Mikael Blaisdell & Associates Inc. offers a range of research and service resources.


The only constant about the high technology industry is rapid change.  What technologies are available to companies seeking to more effectively manage their ongoing relationships with their customers?  How is the architecture of those relationships changing as the SaaS tsunami continues its progress? What are companies doing about adapting organizational structures to maximize utilization of their people?  The first Report of The SaaS & Support Project provided several unique insights into several key aspects of emerging Cloud / SaaS companies, enabling forward-looking management teams to adjust their strategies and structures appropriately.


Several types of Advisory relationships can be adapted to suit a variety of client scenarios.  On a more specific level, companies frequently develop needs for senior executive input before reaching a point where hiring a full-time employee is practical or even possible.  To assist, we offer tailored “virtual executive” programs that deliver the right level of input for the right price. Specific service projects include:


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For more information on specific services offered by MB&A, please send email or call to join us for a complimentary Office Hours discussion.

“It’s what you don’t know about your customer relationships that can cause you to lose them.”

–The SaaS Customer Retention QuickStat