Is Software as a Service (SaaS) Transforming User-Vendor Relationships?

A growing number of vendors - and even some users - are saying that the SaaS delivery model is helping vendors get closer to their customers. SaaS enables this transformation by fostering more direct interactions, by removing obstacles related to infrastructure management, changing the nature of their financial dealings and in other ways. As a vendor, do you agree? Have you seen or are you seeing changes in your customer relationships driven by the SaaS model? Or is it all just about shifting and avoiding costs? (If you're a user, please head on over to the IT Group - your version of this question awaits you there!)

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Marketing

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Michael Dortch

asked on Oct. 1, 2009

Lee Anne Wimberly

Specialist in Demand Generation, Knowlagent

Posted on Oct. 6, 2009

A big change is what happens after the sale. Customer service and adoption have always been important. But now that it's a lot easier for a customer to end the relationship, keeping the customer happy is keeping a lot more executives up at night.

Patrick J

Posted on Oct. 8, 2009

http://www.youtube.com/watch?v=8UYa6gQC14o

Stacey Holleran

B2B Technology Mktg Professional

Posted on Nov. 15, 2009

My company (SMC3, www.smc3.com) employs the SaaS delivery model in its technology solutions for companies who ship LTL freight and need quick, accurate pricing information. In our case SaaS is a huge customer service win: 1) The product itself runs at much higher rates of speed, 2) Product updates are instantaneous, and 3) The customer has much more control over the way they use and interact with the product, because they "administrate" it. Additionally, the customer can get a more comprehensive view of their product usage and billing patterns, virtually eliminating surprises. From an implementation perspective, cost savings are realized on behalf of both parties. To me, it's a win-win.