The Rebirth of Software as a Service

As many of you know, there's a huge trend to cut CS and transfer renewal and expansion tasks to Sales. This is a very shortsighted way of thinking for senior leadership because they're cutting the liaison to the customer - the person who knows what the customer needs, and how to provide it to drive impact, retention, and expansion.

Check out the new article in Harvard Business Review that addresses this and send the article to leaders who can benefit from its perspective.

I'd love to hear everyone's thoughts on this.

David