By Thomas J. Sweeny, Principal and Founder, ServiceXRG
Product innovation alone won’t fully engage and retain customers.
To all of you software veterans: Do you remember when software was sold and delivered on physical media; licensing was handled through license keys, dongles, and copy protection; and (almost) everything was owned in perpetuity? You sold a service contract and renewed it year after year. If the customer didn’t call, all the better — it was like printing money. Was it really simpler back then? Perhaps, simpler, perhaps not — we can debate.