One of the core requirement for SaaS companies is to have a strong service delivery platform. These platforms are the self service platform where customers can provision the service, perform basic user management, monitor their usage, get their bills and so on.
To me it looks like CRM for SaaS. Most of the CRM implementations today are moving towards self service. It makes most of economy sense to move to a self-service as the number of customers increases. For SaaS as cost is a very important factor and to have persons attending to individual customers is going to only increase the cost, hence it makes sense to create a self-service portal for customers.
In fact, the service delivery platform like JamCracker today talks less on the self-service for customer support and training, that should be the focus going forward in the service delivery infrastructure. And since SaaS and Web 2.0 has a good linkage, community driven support / training, where users help users should be the way forward.
I think it will not be a bad idea to take some of the self-service CRM product and try it out for Service Delivery.
Technorati tags: SaaS, Software as a Service, Web 2.0, JamCracker, CRM, Self-Service
1 comment:
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