Smoothspan has this excellent post talking about SaaS as the enabler to cross the chasm between early adopters and everyone else.
Excellent points are made in the post but more emphasis needs to be placed on the one imperative issue – SERVICE.
Through user-centric design and taking a non-geek look at the core problem the user wants solved, SaaS is ideally placed to help cross the chasm. but this is where it gets tricky – most SaaS businesses are run by geeks. Geeks are, by nature, bad at taking an “eye of the (luddite) customer” view.
And that’s where we come back to governance – I contend that for SaaS enterprises even more than for traditional ISV’s a non-technical perspective is imperative. his perspective needs to be at the highest levels and that’s when indepedent directors prove their mettle. My presentation at BarCampChristchurch is all about SaaS and I’ll try and address the governance issues as well.