What is the SaaS Support Model? is a question that brings visitors from around the world to The HotLine Magazine every day. There are several variations seen in the search strings:
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A complete answer to the question must address several…
The SaaS tsunami has had profound impacts upon the software industry, and it isn’t over yet — especially for Support, where it’s just beginning. While traditional software vendors and their customer contact center teams desperately struggle to keep ahead of the expensive floods of “It’s Broken; Fix It NOW!” calls, Support in SaaS companies is different. A new era has…
Hiring a Customer Support/Service executive or manager for a SaaS / On-Demand company through use of a position description from the old model software manufacturing world is a recipe for trouble. SaaS success requires that you hire the right people for the right roles, those who have SaaS DNA and can function effectively in the new ecosystem.
The role of Support in the SaaS/Cloud era desperately needs to be reinvented. The reputation of the group hasn't changed despite the advantages of SaaS, it's still about waste rather than generating value. What's needed is a complete redesign of the functional elements of the entire company. Support is a core strategic issue, and to bring that fundamental shift into reality will require leadership and clear vision from the senior management team.