Being successful in the SaaS/Cloud sector increasingly requires that application vendors become directly involved with the success of their customers. When the bulk of the profit from a customer must be earned incrementally over time, the longevity of the customer relationship is a critical factor in corporate profitability. A new role is appearing in the corporate organization chart: Customer Success Manager.
Cloud Profitability and The Burden of Customer Successhttp://mblaisdell.com/cloud-profitability-and-the-burden-of-customer-success/
Customer Success Management: Position or Profession?http://mblaisdell.com/customer-success-management-position-or-profession/
Mikael Blaisdell is the leading voice in the SaaS/Cloud sector on the strategy, process, people and technology of customer retention and increased per-customer profitability. Drawing upon the experience of more than 30 years in the support/service field, he provides a range of consulting services for SaaS/Cloud firms of all types and sizes, especially in the area of the emerging profession and practice of Customer Success Management. Publisher of The HotLine Magazine, Mikael's vision and commentary about how companies can optimize customer relationships is read in over 135 countries around the world.