ThePulse Software - Cloud - Mobile
17 JANUARY 2012
Cloud Computing SAAS Mobile Big Data Sales & Marketing Leadership
This week's issue brought to you by: Flexera
Sales & Marketing Patrick D. Quirk
Fortune 1000 CEO Priorities: Business Alignment and Risk Mitigation

By Patrick D. Quirk, President & CEO, Emptoris

Approximately 50 percent of the value and costs of any given company's products or services is in the hands of suppliers. Thus, suppliers are central to risk mitigation, innovation and to controlling enterprise spending.

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The Customer Success Management Initiative

“Customer retention is the most important metric for SaaS companies. Customer churn can kill your business model.”
– M.R. Rangaswami, Sand Hill Group.
Sand Hill is pleased to be a sponsor of The Customer Success Management Initiative

BlaisdellOver the past couple of years, a new position has been showing up in the open job listings throughout the SaaS/cloud community. Sometimes the Customer Success Manager is a sole contributor; in others it's a member of a very significant team. The new role may be listed under any of the direct CxO reports to the CEO, or it may even be a direct report itself. The duties and required skills of the position also show a lot of variation, from some form of expert implementation project management all the way to de-facto, or even de-jure, ownership of the ongoing customer relationship. Could a new profession be emerging, focused on increasing customer retention rates and maximizing per-customer profitability levels? That there are increasing numbers of Customer Success Managers and executives in SaaS/cloud companies is clear. What is actually going on, and what it may mean, has yet to be determined.

We need data, models, metrics, approaches and options to fuel the discussion of design and development. The purpose of the Customer Success Management Initiative is to gather those resources. Two free initial online surveys are now open for participation. One version is for companies that have already chartered and established their CSM teams. The other is for companies that are still in the planning phase. Both begin with the strategy of customer success management and proceed to examine the key issues of process/workflow, people and technology.

To participate in either free survey, click here for more information and the link to the appropriate online form. The benefits are immediate, for the 26 questions offer the opportunity for a comprehensive look at the strategy, process, people and technology of your CSM program or plans. Participants who fully complete the free survey will receive a copy of the report of the findings.

Ongoing coverage of the Initiative’s findings will be published on The HotLine Magazine and discussed in “The Customer Success Management Forum” on LinkedIn.

Charley Rich Mobile
Four Key Abilities for a Successful DevOps

By Charley Rich, VP Product Management and Marketing, Nastel

Have you experienced this scenario? Software developers attempting to reproduce and resolve production problems address what they believe to be the problem – but somehow end up testing something different. As a result, they may focus on the symptom and resolve the immediate issue without solving the underlying problem. How can you eliminate this problem?

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Igor Sill Cloud
2012 Capital Markets and Technology IPOs

By Igor Sill, Founder, Geneva Venture Partners

Venture capital investing is in the midst of a revival and change. It is certainly creating a different story from its past based on Wall Street's new-found appetite for venture-backed technology companies.

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This Week's Sponsor

Flexera Software is the leading provider of strategic solutions for Application Usage Management; solutions delivering continuous compliance, optimized usage and maximized value to application producers and their customers. Flexera Software is trusted by more than 80,000 customers that depend on our comprehensive solutions - from installation and licensing, entitlement and compliance management to application readiness and enterprise license optimization.

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John Hitchcock Offshoring & Outsourcing
Access to Agile Engineering Talent Drives Social Networking Startup to Nearshore Software Development Services

John Hitchcock, Director, Avantica Technologies

What would you do if you needed to quickly scale your company's software engineering capacity to deliver a platform capable of linking nearly 30 million people? That's the situation ArmedZilla, a social networking business, faced in the summer of 2011.

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Cloud Connect Santa Clara

Cloud Connect (February 13-16, 2012) is the leading conference and expo for enterprise IT managers and cloud providers to meet, set their cloud roadmap and explore the latest technologies, platforms and opportunities in the cloud. Come to this premier event to learn from thought leaders and top computing technology companies.

Register with priority code CPMWCC22 to save 25% off the onsite price of passes or for a free expo pass. Click here to register.

News & Resources
Software Companies|IT Buyers|Startups
The Pulse

The Pulse is the newsletter of, the online business strategy destination for the software, cloud, and mobile ecosystem.

Publisher: M.R. Rangaswami
Editor: Kathleen Goolsby
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