Salesforce has got it wrong, there’s a reason why most companies are not customer centric yet (not that they don’t know they need to be). Tomorrow, Marc Benioff is streaming a live broadcast from Boston on “How to become a customer company”. I assume much of the content will be a rehash of his sp... (more) People within SaaS often wonder about the true difference between Customer Success Teams and Customer Support.
I have an easy answer for this:... (more)
First generation SaaS companies disrupted their existing markets with the SaaS delivery models. They did not invent new categories, but rather competed in existing markets with a super efficient and customer friendly delivery model, companies like:
- Salesforce in the CRM market
- NewRelic APM market
- Zendesk helpdesk market