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Internet software executive and popular cloud blogger at Chaotic Flow, B2B Marketing Strategy, and Cloud Ave, Joel is well known for his work in SaaS business models, sales and marketing strategy, and financial metrics. Professionally, he has managed global sales and marketing organizations serving over 50 countries, including local offices in the United States, United Kingdom, Germany, Israel, and India. He holds degrees in physics from Caltech and Cornell and received his MBA from the University of Chicago.
Joel York is currently VP Marketing at Meltwater Group and Principal at the Internet startup consulting firm affinitos.

3 responses to “Customer Self-Service | The Holy Grail of SaaS”

  1. Mani

    Very well written article! As you stated, the experienced customer and the knowledge sharing will go a long way in making SaaS 100% self service. In addition, the software has to be elegant looking, feature rich, intuitive and well-architected. We have covered additional points worth considering in here, http://blog.ibe-erp.com/?p=147.

  2. Ryan Felps

    I couldn’t agree more. We have taken the approach of not shooting for the ‘holy grail’ and embarrassing a solid implementation plan for our customers to get set up and start using our software. I have more thoughts on the topic, but I just wanted to say that I agree with what you are saying.

    1. Ryan Felps

      Embracing. ;)