Making SaaS Apps Even Better Via CSM
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July 6, 2012 The pay-as-you-go delivery model of software-as-a-service puts more of a burden of success on SaaS providers. Luckily, customer satisfaction management (CSM) software helps them collect and analyze user data so they can better fill their customers’ needs.
By EnterpriseAppsToday.com Staff Feedback
By Jeff Kaplan, managing director of THINKStrategies
Market research firms agree that software-as-a-service (SaaS) solutions are quickly overtaking on-premise applications in organizations of all sizes across nearly every industry. An important reason for the rapid rise of these SaaS solutions is how they meet the needs of increasingly empowered end-users in an era when customer loyalty has never been more tenuous. A new generation of customer satisfaction management (CSM) solutions promises to make SaaS applications even better to combat user abandonment.
SaaS solutions emerged over the past decade in response to growing frustration among corporate executives and disgruntled end-users increasingly impatient with the costs and complexities associated with legacy, on-premise applications. Corporate end-users are no longer willing to
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