avgpicklesa tumblelog

There is no question that as the SaaS industry grows, service quality will become diluted and customer expectations will vary more broadly. So, there is nothing wrong with warning customers and SaaS vendors alike to remain vigilant. I issued my own warning back in 2007. And, I continue to be concerned about the quality of support in the SaaS and broader cloud computing market. But, when these warnings border on an indictment of the overall quality of SaaS solutions and the viability of this movement, it does a disservice to a marketplace which is fundamentally changing the way organizations leverage software to achieve their business objectives and the measurable business benefits they are experiencing.