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Cloudonomics Authors: Lori MacVittie, Skytap Blog, David H Deans, Shelly Palmer, Tim Crawford

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SaaS: News Feed Item

NTRglobal, Aria Systems, Autotask and Discuss Innovative CRM Practices for SaaS Success at SIIA OnDemand

'Customers Retention Is More than Reducing Churn Rates in the SaaS World ... Successful Contract Renewals Deliver Greater Profit and Cross Sales'

SAN JOSE, Calif., Nov. 20 /PRNewswire/ -- Software-as-a-service (SaaS) innovators, venture capitalists, bankers and technology influencers gathered at SIIA OnDemand 2008 in San Jose, November 17-19 to discuss the issues and proven strategies for succeeding with SaaS.


Leaders from the industry's fastest growing SaaS enterprises, including NTRglobal CMO Eduardo Cervantes; Aria Systems, VP of Sales Steve Booth; Autotask's, VP of Client Services; Adam Stewart; and CEO, Troy Muise addressed moderator Mikael Blaisdell's questions related to the new customer relationship challenges that service providers face in the online and on-demand world.

"The income-stream subscription model of the ecosystem requires that the customer retention rate be considered as a vital metric for the business," stated Blaisdell. "Where traditional software manufacturers with their front-loaded bulk profits may accept an expected 10% or more yearly turnover in the customer base, the loss of a departing customer to a SaaS company has immediate effects on operating profitability."

"NTRglobal defines successful customer retention as more than a high contract renewal metric but a customer relationship that is equally if not even more profitable upon renewal," stated Cervantes. "This requires focus on delivering what the customer really needs to reduce costs while enhancing productivity and value so that even with contracted budgets, customers today are increasing adoption of NTRsupport and add NTRadmin across the enterprise."

The panelists agreed that the overall corporate process for customer retention begins when the customer signs the contract rather than twelve to eighteen months later upon contract renewal but communications and touchpoints must be carefully managed. Each leader identified signs that could indicate a customer relationship may be at-risk, and suggested best practices for aligning sales strategy with customer retention.

About NTRglobal

More than 15,000 companies of all sizes in more than 60 countries rely on NTRglobal to deliver enterprise-grade security and reliability for on demand remote support with NTRsupport(TM) for their PCs, servers and Windows Mobile devices and remote administration with NTRadmin(TM) to manage and automate their IT tasks. NTRglobal secure software-as-a-service (SaaS) combines award-winning functionality, proven integration, including Salesforce and other major CRM systems, point-and-click administration and scalability, global capabilities, customization and robust reporting for 360 degree visibility and compliance management. Offering a superior customer experience with dedicated regional and global support, NTRglobal applications are offered in 15 languages, including those with double-byte characters. All NTRglobal applications are hosted from 11 data centers around the world. NTR operates these secure, global data centers with fail-over capabilities to ensure robust performance and reliability.

For more information about NTRglobal, visit


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