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For Application Development & Delivery Professionals

The SaaS Customer Success Life Cycle

Continuous Improvement: The SaaS Transformation Playbook

July 13, 2018

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This is the Continuous Improvement report in The SaaS Transformation Playbook For 2020.

Why Read This Report

Software-as-a-service (SaaS) is more than just a software deployment model; it's a business model that ties vendors' success to your own. To drive upsell and renewals and achieve profitability, leading SaaS vendors are embracing customer success programs that help clients achieve long-term business results. This report outlines a life-cycle approach for customers to achieve success with SaaS vendors and gives application development and delivery (AD&D) pros and business stakeholders guidance for sustaining productive SaaS vendor relationships. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • SaaS Not Only Fuels Business Agility But Also Creates New Challenges
  • SaaS Customer Success Programs Improve Business Outcomes
  • Adopt A Life-Cycle Approach For Long-Term SaaS Value
  • Recommendations

  • Maximize Vendor Service Levels While Minimizing Costs
  • What It Means

  • The Ultimate Focus Of SaaS Customer Success Is The End User
  • Supplemental Material
  • Related Research Documents

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