Jackie Mullen

Customer Success Leader at Zang

Recent Posts

Software Providers: Be Customer Centric or Suffer the Consequences

Posted by Jackie Mullen on August 18, 2016

Customers have the power—the power that used to belong to software businesses back when the perpetual (license plus maintenance) revenue model reigned supreme. While the perpetual model still prevails in enterprise software today, its dominance is fading now that the digital age has ushered in the software-as-a-service (SaaS), or “subscription,” model, which allows companies the convenience of signing up for an externally hosted service—vs. building and hosting their own. What’s more, short-term SaaS contracts (typically one or three years) give companies free range to explore other options.

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Topics: cPaaS, CX, customer happiness

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