It may just be too expensive to buy the support of internal silos for a planned acquisition of a direct competitor, or a decision to enter new markets. We recently wrote about a recent experience sourcing a hard cover copy… Read more ›
In an article published on the TechCrunch site on May 9, 2013, titled Microsoft To Fold Yammer Sales Team Into Office 365, Identity Surfaces As A Core Focus, Alex Williams the author of the post notes “Microsoft also is making… Read more ›
On May 24, 2013, the Online edition of the Wall Street Journal published an article by Jessica E. Lessin, Why Tumblr Won’t Move Yahoo’s Needle. As Ms. Lessin points out “Tumblr isn’t going to earn Yahoo orders of magnitude more… Read more ›
Designing a menu of low monthly subscription charges may make sense for Independent Software Vendors (ISVs) launching Software as a Service (SaaS) offers. But ISVs have to be very careful to include the cost of a satisfactory customer service operation… Read more ›
We expect SaaS offer to evolve in Darwinian fashion over time. The fittest offers will include a customer service system capable of satisfying the support requirements of average subscribers. We don’t think SaaS offers lacking a customer service component will… Read more ›
Microsoft’s Office 365 SaaS offer includes a highly effective customer service operation. Subscribers requiring support can contact the Office 365 team with a telephone call. Once a support call has been recorded and successfully completed, subscribers can contact the engineer… Read more ›
Simply providing a customer service operation for a SaaS offer doesn’t mean success. Customer service needs to be carefully managed if it is to produce intended results. Remember, intended results are satisfied customers who keep paying monthly subscription charges. The… Read more ›
Software as a Service (SaaS) offers are the core of the cloud computing business. If they’re to deliver on their promise of profitability, Independent Software Vendors (ISVs) must implement and maintain successful customer service programs. Most of the money to… Read more ›
Businesses with more than one product distribution channel need controls to insulate revenue plans from the negative impact of conflicts between distribution channels. Barnes & Noble is an example of a business in need of these controls. The company sells… Read more ›
Anonymous visitors to websites identified by VisualVisitor, or one of their competitors, can be successfully targeted to receive the type of promotional collateral proven to build brand awareness. Press releases are an excellent choice for this type of activity. Here’s… Read more ›
