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Friday May 18, 2012





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The Future of Customer Success Management: A Look Ahead

A common thread throughout the research of The Customer Success Management Initiative has been the interest in members of the growing CSM community to meet other professionals and to learn what is being done in their companies and groups.  Curiosity is high, and questions abound.  What will the future of CSM look like?  What will drive the CSM role to develop and mature?  What do people see as best business practices in Customer Success Management?  As teams and programs mature, what levels will

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The Management of SaaS/Cloud Customer Lifetime Value

Customer Lifetime Value is one of the essential management metrics for any SaaS/Cloud application vendor.  CLV is what remains after the CAC, Customer Acquisition Cost, and the CRC, Customer Retention Costs, are subtracted from the revenues of the relationship.  The actual duration of that relationship, therefore, is of paramount importance – far too vital to be left unattended.  What are the milestones of the customer lifecycle?  Where are the vulnerable points of potential churn?  How should c

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Partnership in the Cloud: The Redefinition of The Channel

There are a wide range of third-party firms that can become involved in a typical transaction between a software manufacturer and the customer.   In some cases, these companies are part of a product sales and distribution line from manufacturer to customer.  Other types of partners may only sell add-on services such as implementation, training or consulting.  The definitions for the various roles and acronyms (VARs/VADs/ISVs/etc.) that are collectively known as “The Channel” can vary widely.  Th

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Definition: The SaaS Support Model

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: SaaS Support Structure Tracking SaaS customers saas customer support support model for a SaaS product customer advocacy and support saas A complete answer to the question must address several vital issues.  What is the purpose (Strategy) of the support, and what services are to be offered? How will you measure the pe

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It’s Time to ‘Think Different’ About SaaS

The shape and color of the Cloud formations have a dark tinge out at the farther edges.  The market for  Software As A Service applications seems headed into a commoditized future.  As more and more software companies offer SaaS products, the swelling competition will exert ever-growing pressure on pricing.  Sound familiar?  It should, for increasing power and availability of choices coupled with decreasing price has been the reality of the PC market for many years.  But that dark future is not

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    By Mikael Blaisdell

    As the SaaS tsunami continues to roll out at a dizzying pace, staying current on developments is a considerable challenge for people in all sectors of the SaaS/Cloud community.  One of the best sources I’ve found for vision, information and ideas throughout my career has been the conversations that happen at well-run industry conferences.  Yes, travel budgets are tight and the time is a concern — but you hear things at those events long before they appear on the web or in other news outlets.  For the past several years, there have been a handful of such gatherings on my personal “must attend” list.

    Design and Value

    audience 01 VSM 300x218 The Must Attend SaaS/Cloud Conference ListThere are several aspects that make for good value in a professional conference.  One is the design of presentations and panel discussions, especially if they are carefully crafted for the audience and not merely done as marketing or advertising exercises for some vendor.  Another is the array of pre and post conference workshops or seminars that may be offered.  The content of the formal sessions can do a great deal to set the tone of the event and to suggest strategic and tactical concepts, ideas, approaches and possibilities.

    handshake business sm 300x225 The Must Attend SaaS/Cloud Conference ListThe most important source of value, to me, however, is in the attendees of the conference.  The content of the presentations is only a beginning.  The real impact comes from interacting one on one or in small groups gathered informally around the table or bar during the day or after hours, and conference organizers should keep this firmly in mind.  Receptions need to be held in rooms where you can hear what others are saying without having to shout.  Networking breaks should be frequent.

    The SaaS/Cloud Webinar, Event & Conference List

    To keep up with the ever-increasing variety of valuable webinar, event and conference options, we’ve created a new page for The HotLine Magazine list.  For event descriptions, discount codes and registration links, please click here.

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