Is SaaS mostly about the customer-vendor relationship?
I read an interesting comment by Chris Strahl on a SaaS post here which stated
A meta point about why SaaS companies are interesting–you can boil most things down to the fact that SaaS represents a better fundamental alignment between vendor and customer.
At its best, SaaS is about simplifying the vendor/customer relationship: Easy trial, easy purchase, easy adoption, easy operations, easy management.
Making the customer’s life easier increases willingness-to-pay. It is then up to the vendor to make sure that it architects its business appropriately to be able to serve the customer in a profitable manner.
I definitely agree with this point of view. Before, customers would be cajoled by the sales guy, only to know that the relationship with the vendor pretty much dies out once the software sale has been made. Today with online services, the relationship continues daily even after the initial sale is made. Interestingly, there are different mediums to carry this relationship forward - email, sms, Facebook, Twitter (Dell, Comcast & a lot of companies are using Twitter as a customer service extension), GetSatisfaction etc. If you have heard or used other services, feel free to mention them.
So, if you are a SaaS vendor, make sure you keep your customers happy every single day of the year. What you couldn’t do earlier is now possible with the plethora of online tools.
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