A recent CIO Zone article reported on Gartner Research’s prediction of fairly significant growth of solutions delivered via SaaS (Software-as-a-Service, or hosted) in the next year and beyond. Specifically, SaaS solutions will account for $68.3 billion in revenues by the end of this year, up nearly 20 percent over last year. Even further, Gartner suggested this number could grow to $148.8 billion in 2014.
This new research reminded me of the level of service required to be successful and grow a SaaS business, perhaps best argued by Byron Deeter from Bessemer Venture Partners in “10 Laws for Being “SaaS-y”:
“SaaS companies have to remember the ‘Service’ in ‘Software-as-a-Service.’ It’s very difficult and expensive to grow subscription businesses if you have moderate customer churn, and prohibitive if your churn is high. The top performing SaaS companies typically achieve annual renewals on a customer count basis above 90% (much of which is often due to bankruptcies, acquisitions, and other events beyond the company’s control), and over 100% renewals on a dollar value basis due to up-sells into this installed base.”
Fieldglass’ solution has been based on the SaaS model since its inception in 1999. Over the course of that time, our professional services’ practices have evolved and matured to become something that sets us apart as a company.
The Fieldglass Account Services organization is a proactive strategy arm that works with customers to help them set and achieve their goals. Independent of teams dedicated to implementing and supporting a customer’s use of the Fieldglass solution, the Account Services team is focused on how to improve a customer’s program using Fieldglass. This group examines potential areas for cost savings, compliance gaps, future expansion needs, etc. Having this team in place ensures customers get the most out of the Fieldglass solution, and take full advantage of new features and functionality as it makes sense for their programs.
In just a couple of weeks Fieldglass’ newest product release will go live (and you can read about the new functionality in Product Manager Deanna Freise’s post here). Our customers can depend on our account services team to help them understand how they can best use the new features.