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

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