CEO's of SaaS companies are beginning to notice a couple of vital aspects of their customer support operations. Their first wake-up call is the realization that they can't afford to staff their support team in the traditional way. The economics of an incremental income stream profits-realization model has no room for a cost-center support operation. The second realization is that they don't need as much of a support team. But in the space between those two realizations, there is a significant risk of a lost major opportunity. The SaaS model can indeed have a dramatically lowered product support burden for the manufacturer. It can also offer a powerful transition into customer centricity for those wise enough to take advantage of it.
Customer Experience Management is a useful concept, but to make it more than a buzzword in your company, you'll need to put Excellence into a context of Relationship. Product features can always be duplicated; they offer no long-term competitive advantage. Relationship does, but in order to use it, relationship-thinking has to be embedded in the DNA of every level of your company.