This checklist is intended to be incremental beyond what is required for licensed software product.

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  • Changes in basic customer relationship, will tend to be “closer”
    • Likely requires additional customer knowledge on the part of customer support
    • More conversations and knowledge sharing
    • Higher trust between customer support and customer
  • Adjust response times, problem levels, and escalations to reflect SaaS
    • Request & problem resolution time will likely need to be reduced
    • Need at least some level of 7×24 monitoring and problem resolution
    • Define who can contact customer support if service restricts contact
  • Transition from break/fix bug and technical expertise to more “how to” and business questions
  • Problem resolution tends to involve more organizations within service provider organization
  • Billing questions will likely be more complicated especially for usage based billing
  • Subscription management questions and administration (simple upgrades, more users, etc.)
  • Account management changes
    • Communication of new features with new releases (along with marketing)
    • Monitor usage (often automated)
      1. If they aren’t using the service they aren’t likely to renew
      2. There may be some features usage or usage pattern which indicate an up sell opportunity
    • Renewal process – depends on contract terms including auto-renewal
    • Measure customer churn and get a detailed understanding of any churn
    • Provide for regular customer contact (customer leaving should never be a surprise)
    • Method to provide customer input to product management (this is sometimes automated)
    • Defining the division between regular support and professional services engagements is more important
    • Process to watch for up sell and cross sell opportunities
  • Proactive Customer monitoring and problem resolution process
  • May need changes to ticketing systems and associated process

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