These days, when I have technical question, I reach for Google long before customer service. What if customer service could reach for Google? Salesforce.com just launched a new customer service ...

Screening software as a service providers is a vital—and challenging—task for a company’s leaders. In many cases, they’re shopping for an “engine” that will power essential work—maintaining customer ...

When a company hands over control of its mission-critical software environment to a SaaS provider, the SaaS customer support organization essentially functions as an extension of the customer’s IT ...

There are so many ways to improve customer engagement and many potential tactics out there. However, narrowing it down to the most effective ways to implement your engagement strategy can be tricky.

Be easily reachable, answer their common questions and document areas that have room for improvement. Hire suitable representatives with a technical understanding of your products, keep a unique ...

What’s the difference between a non-technology company building a customer-facing app and a tech company building and supporting a software-as-a-service (SaaS) product? One might suggest differences ...

With the SaaS market approaching the $150 billion mark as of 2021, according to Statista (paywall), it’s not hard to see the appeal for both vendors and customers. One key advantage that SaaS ...

Software as a Service (SaaS), the best-known branch of cloud computing, is a delivery model in which applications are hosted and managed in a service provider's datacenter, paid for on a subscription ...

Any investments designed to put customers, and customer data, at the heart of the business will only help companies be more competitive in the future. Over the past five years, marketing operations, ...

Software as a service is the most common form of cloud computing, where you use a browser and an internet link to access a service provider's application, which is hosted and managed on its servers.

The idea that software-as-a-service (SaaS) may be facing an existential crisis—popularly labelled the “SaaSpocalypse”—is no ...