18 Mar

Time to Pick Up a New Newsreader

I have been consuming newsfeeds since Pointcast (1996) and CDF/IE 4.0 (1998) so obviously once RSS gained momentum about a decade ago, I got hooked. It remains my main way to keep on top of both fresh news and background material. In recent years I tried several times setting up Twitter (by itself and via desktop clients such as Tweetdeck) but never reached an acceptable signal/noise ratio so I gave up and only check it out once in a while, certainly less than my daily RSS consumption. Read More

07 Mar

Customer Support Should Feed into Product Requests, Documentation

In our dealings with various SaaS vendors, it is interesting to see cultural differences translating into behavioral patterns. You can see from the outside which functions have heft, which ones are afterthoughts, and where are the missing integration points. A behavior that I see pretty often is a good level of quality in customer support, but a failure to properly integrate it with other parts of the company. That is suboptimal both internally for these companies, and from the perspective of the customer. Vendors miss opportunities to learn and improve, while the customer feels he’s dealing with well-meaning professionals hindered by a poorly designed organization.

In my experience two scenarios often play out that give the customer an overall “meh, whatever” feeling no matter how great the work done by support. Read More