The First Wednesday Roundtable—
An ongoing discussion forum for services and
support executives
Next meeting:
Sept. 22, 2010
Forefront Conference Center, Waltham, Mass.
“Surviving the SaaS Migration”
Renee Bochman, Vice President of Support Services, Axeda
Dear colleague,
What happens when a software company re-invents itself as a subscription-based service business?
That question is becoming increasingly urgent as the “software as a service” (SaaS) model gains momentum. And on September 22, the First Wednesday Roundtable will take you behind the scenes for a candid look at a company that made this transition–and survived.
Our guide will be Renee Bochman, vice president of support services at Axeda, a company that’s just finished a two-year SaaS makeover. “The impact hit every department within the organization and made us rethink how we do business and the way we provide support to customers,” Renee says.
The biggest impact, she adds, is that SaaS dramatically changed the role of Axeda’s support organization. “We’re now ‘the one throat to choke,’” she quips. “SaaS changes the way my support folks interact with customers, and it changes customer expectations about resolution time, level of effort, and types of problems we’re expected to solve.”
At our Sept 22 breakfast meeting, Renee will talk about her experience with key SaaS transition issues:
- Supporting a transitional mix of product buyers and SaaS subscribers
- The impact on financial reporting, sales, and R&D processes
- Who wins, who loses during organizational change
- Redefining basic support performance metrics
- Who owns the customer relationship?
- Winning over the user community
- The glitches that nobody warned us about…
As always, this meeting is a wide-open forum for sharing experiences and asking questions. No PowerPoint slides, no monologs, no sales pitches. Just a couple of hours over breakfast with colleagues who are wrestling with the same issues you are. Renee will kick off the discussion with her own observations, but our agenda is deliberately flexible.
So bring your hottest questions and strongest opinions. This is your chance to listen and talk.
We look forward to seeing you on Sept. 22! (A reminder: Please don’t wait too long to register. We can only accommodate 45 attendees–after we reach that number, registration will close.)
Fred Van Bennekom …………………..Jeffrey Tarter………………….. Phil Verghis
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