Episode 3 - Product as a Relationship

When the features and functionality of Product A are essentially the same as Product B, what will truly distinguish one software vendor from another? What can justify a premium price when software becomes a commodity? It's not about the software anymore, or the insistent race to add ever more features and functionality. The true product is the relationship wherein both parties, customer and vendor, profit from continuing their work together.

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It's Not About The Software Anymore

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.