Buyer SaaS/Cloud Expectations: It’s a Different World Than It Was Two Years Ago
A new Strategic Perspective from Saugatuck Technology uses our latest data and analysis to show how, and why, buyer/user expectations of benefits from SaaS/Cloud have changed dramatically since 2010. The net of it is as follows:
- What is expected of every solution and provider is a combination of cost reduction and speed to implementation. If a provider can’t demonstrate those two things in any situation, they can’t get a seat at the table.
- Meanwhile, almost all expectations of business improvement from SaaS/Cloud are also rising quickly, implying that buyers are not only much more comfortable with SaaS/Cloud than ever before, they are buying and using it in more areas – and therefore are more susceptible to disappointment when their expectations are not met.
The impact for providers is a need for new and different types of partnerships, from solution architecture and engineering that enable more agile and adaptive development and delivery, to micro-niche developers and providers able to deliver complementary capabilities not thought of when most solutions were engineered. Customers may not swap out SaaS/Cloud offerings that don’t grow to meet their expectations, but they will turn to other, complementary providers if the original provider can’t step up.
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