Recently I wrote about the importance of customer success to cloud computing, and more specifically to software as a service (SaaS) applications. The leader in this market, salesforce.com, has long championed customer success in their messaging for a few primary reasons:

1. They are fundamentally a customer relationship management (CRM) company.
2. Their business is based on a subscription pricing model – without adoption there are no renewals!
3. As a multitenant cloud service, they actually know how their software is being used. As a result, they have a laser-focus on ease of use.

(more…)