Why Cloud Vendors Must Make the Service Side of SaaS a Priority

By Darryl K. Taft  |  Posted 2015-12-02

For many in the software-as-a-service (SaaS) business, the majority of investment and focus is spent on improving the software. While software may be "eating the world," as Mark Andreessen famously said, there is another side to a SaaS relationship that IT users depend on every day: the high degree of service needed to ensure that cloud technology can reach its full potential. Service is the unknown hero in a SaaS customer relationship. As the definition from the Oxford English Dictionary states, service is something given to customers both during and after the sale. As cloud technology has matured, customers now want the same consistent, quality service that has traditionally been offered to customers of legacy/on-premises software through the life of the contract. With 90 percent of an enterprise's buying decision made before engaging with sales, according to Forrester Research, the quality of service provided by the cloud vendor will dictate the market's winners and losers within the next five years. With the help of SAP's Mike Ettling, eWEEK examines the often-forgotten "S" in SaaS—service—and steps the cloud community can take to improve its customer experience.


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