Self Service And Cloud
Recently a journalist contacted me to talk about a company she was covering. Since I never interacted with the vendor, I told her that I can talk about general trends in the market segment rather than anything specific about the vendor. I then checked the vendor’s website which claims to be a cloud services company. [...]
Private Clouds Must Be Agile
I recently read a well reasoned post by HP’s Cloud CIO Christian Verstraete. In the post Verstraete reflected on a Twitter exchange he’d had responding to the claims by someone that private cloud was a myth. The private/public debate has raged for a few years now and the two sides go something like this: Opponents of private [...]
Customer Self-Service | The Holy Grail of SaaS
One hundred percent customer self-service is the holy grail of SaaS. Everyone looks for it, but it is never found. Even if your product is simple enough to provide complete self-service purchase, you are unlikely to get away with complete self-service support, because you can’t hang unhappy customer’s out to dry or you will ruin [...]
