The shift to the SaaS/Cloud business model has had profound effects on every aspect of the technology industry, including the very definition of the term "customer." Is it only companies that are customers? What about the people who make up those entities? The reality is that both people and companies are part of your "customerium," the community of people associated in some way with your company. And the only way that you can truly lose them is to throw them away yourself.
SaaS/Cloud Success and the Customerium http://www.mblaisdell.com/?post=575
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.