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Scott Ferguson

SaaS Customers Need Better Support

Scott Ferguson
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Sheh
Sheh
3/21/2013 9:53:41 AM
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Platinum
Re: This isn't exactly new.
Waz correct but I believe that you can keep few customers happy for some time and cannot keep every body happy all the time. I believe that keeping customer satisfaction comes with a heavy bill. So what will be the strategy servuce providers will likely to follow.

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Waz
Waz
3/13/2013 11:46:29 AM
User Rank
Platinum
Re: This isn't exactly new.
The figures cited in the survey are not very encouraging. Of course something more needs to be done to increase the customers' confidence. Customers' satisfaction is one of the important aspects to keep business flourishing otherwise there would a gradual decline for the users who stick to the services. 

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U-Lodhi
U-Lodhi
3/5/2013 8:55:23 AM
User Rank
Platinum
Re: This isn't exactly new.

Ahh in a way you are right about verifications from linked in and social media. It totally depends what kind of vendor or services a company is looking for. I am not sure about markets in the west but here still most of Non-IT vendors are far from presence on the internet. 


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batye
batye
3/2/2013 2:19:41 PM
User Rank
Platinum
Re: This isn't exactly new.
could not agree more developing customer relationship... is a must... if you want long-term customers...

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MDMConsult
MDMConsult
3/2/2013 10:16:56 AM
User Rank
Platinum
Re: This isn't exactly new.
SaaS customer satisfaction is important at all levels as it ensures higher acquisition and retention rates. SaaS organizations should understand developing long-term customers is crucial.



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batye
batye
3/1/2013 2:33:38 PM
User Rank
Platinum
Re: This isn't exactly new.
yes, as this days you could find a lot of the subsidized rewiews 

you need to hear the truth from the real customers.... to get the correct information... before desiding...

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jagibbons
jagibbons
2/19/2013 6:47:16 AM
User Rank
Platinum
Re: This isn't exactly new.
@U-Lodhi, I haven't found a fail-safe solution for vendor verification. Depending on the vendor, and how well-known they are in your marketplace, helps determine how easy it will be to get real information from real customers that isn't scrubbed. Professional networks like trade groups and possibly even LinkedIn can provide a wide base of potential customers to contact.

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U-Lodhi
U-Lodhi
2/18/2013 9:59:38 PM
User Rank
Platinum
Re: This isn't exactly new.

Jagibbons, what could be the best way in your opinion for vendor verification?  You get to meet your vendors once they have furnished their proposal.  How do you question them about customer satisfactions? Now these are very different set of questions other than the technical details of the products. Does your gut feeling helps in making a case?


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Scott Ferguson
Scott Ferguson
2/13/2013 11:23:07 AM
User Rank
Blogger
Re: This isn't exactly new.
@William: Well no one likes to be criticized, but you are right. If the company sees it's failing at customer service, it's not about saying 'Our customers are just being pains.' It's about going back to the drawing board and trying to change what you do. However, competition is also a great way to resolve this. If you don't like your service, maybe a rival will do it better. Vote with your dollars.

 

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Scott Ferguson
Scott Ferguson
2/13/2013 11:20:22 AM
User Rank
Blogger
Re: This isn't exactly new.
@U-Lodhi: I think a lot of people are turning to peer reviews to help out. That seems to be a consensus on the board. Looking over the SLA or even showing it to other people in the company is also a help.

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Page 1 / 3   >   >>
More Blogs from Scott Ferguson
An IDC report finds that worldwide IT and telecom spending is slated to reach $3.8 trillion in 2015, with services, SaaS, and cloud as the main beneficiaries.
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Video Resources
Naomi Bloom's 4 Foundations of Real SaaS, No. 1: Configuration

10|30|14   |   5:10   |   (9) comments


Naomi Bloom, founder and managing partner of Bloom & Wallace, sat down with us recently at Workday to talk about what she calls four of the foundational capabilities of SaaS -- or at least, real SaaS. In the first segment of this four-part video series on SaaS (or enterprise cloud applications), Naomi discusses why configuration is a better choice than customization.
Video Resources
6 Requirements for Today's Applications

10|7|14   |   2:04   |   (6) comments


Business teams want applications to be simple, scalable, and sexy -- applications people are passionate about using. Meanwhile, IT needs applications to be safe, secure, and sustainable. Ray Wang of Constellation Research points the way to the best of both worlds.
Video Resources
10 Critical Requirements for Cloud Application

8|30|14   |   3:10   |   (9) comments


Many application vendors now claim they're in the cloud. But being committed to this new delivery model requires more than just saying it. So what must-haves should you look for in a cloud vendor? Watch this video to see the 10 critical requirements for cloud applications.
Video Resources
Stan Swete, Workday CTO, on Multi-Tenancy

8|30|14   |   4:57   |   (1) comment


In this video, Workday CTO Stan Swete, discusses the numerous benefits of multi-tenancy, one of the 10 critical requirements for cloud applications.
Video Resources
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8|30|14   |   1:20   |   (2) comments


See how Workday's Enterprise Cloud has helped CareFusion, Flextronics, and TripAdvisor simplify global operations, provide unprecedented visibility into business information, and capitalize on speed and continuous innovation lifestyle of SaaS.
Video Resources
The Workday Advantage: Payroll in the Cloud

8|30|14   |   5:03   |   (1) comment


In this video, Laurent Botella, Director of Payroll Strategy at Workday, discusses the benefits of using Workday Payroll Software as a Service (SaaS) and what payroll professionals can expect in the future.
Video Resources
Taking the Measure of Talent by Harvard Business Review Analytic Services

8|30|14   |   3:16   |   (1) comment


Do you understand the true value of your human capital? In this Workday video, the importance of leveraging the real value of your people is discussed. You’ll learn about the most common workforce challenges and technology obstacles. Learn how you can get better workforce insights into your talent.
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8|30|14   |   1:14   |   (1) comment


Your business is the sum of its parts: your inventory, production, marketing, and spend. But the most important part of your business is your workforce. More than half your costs can be tied to your workers. Watch this video to learn why people are the new bottom line.
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The Workday Advantage: Human Capital Management in the Cloud

8|30|14   |   6:33   |   (0) comments


In this video, Leighanne Levensaler, VP of Product Strategy at Workday, speaks about the challenges HR professionals face with legacy human resource systems and how they can become the workforce authority with Workday’s unified HR solution.
Video Resources
Workday Time Tracking

8|30|14   |   1:48   |   (0) comments


Time tracking is painful. But it doesn't have to be. You just need a better system. And with Workday Time Tracking, you can have one. Watch the video to learn about this cutting-edge time and attendance application that allows you to process payroll and do workforce analysis in minutes.
Video Blogs
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10|31|14   |   2:49   |   (8) comments


As automobiles add more tech, security questions raised in a 2011 research study remain. How will automotive applications affect the Saas and IOT environments?
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10|27|14   |   3:52   |   (6) comments


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10|20|14   |   2:53   |   (3) comments


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7|31|14   |   3:10   |   (19) comments


Apple's purchase of Dr Dre's Beats Electronics is significant because the branding separates it from the crowd of IoT-type devices, allowing Apple to reignite interest in its music offerings.
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7|30|14   |   3:55   |   (9) comments


How Oracle and other companies in the SaaS market can learn lessons about building stong, enterprise-directed ecosystems of apps and solutions from the example of Amazon and its recent Fire phone release.
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6|6|14   |   4:07   |   (12) comments


Microsoft adds development packages for Visual Studio and WinJS, providing the established leader a new chance to court SaaS developers and enact CEO Satya Nadella's cross-platform strategy.
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5|29|14   |   3:47   |   (56) comments


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5|23|14   |   2:01   |   (37) comments


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5|2|14   |   3:50   |   (23) comments


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