The SaaS Customer Success Lifecycle

July 13th, 2018

With contributors:

Stephen Powers , Andrew Dobak , Kara Hartig

Summary

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 lifecycle 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.

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