RightNow’s CSA announcement from last week could be a game changer for SaaS and on-premise providers alike. The above video sets out my thinking behind last week’s Customer Service Agreement (CSA) announcement by the company. At the time, I wrote a short analysis over at ZDNet. The above video is a presentation put into the video format. I did it this way because Mac’s Keynote allows me to record an audio commentary to go with the slides. In turn that meant I could use my standard video intro/outro to top and tail the presentation.

While I was assembling the pieces. I realized that I could usefully split out the audio portion and so I’ve also done that and uploaded as a podcast. The link for that is below:

 

 RightNow - CSA: Play Now | Play in Popup | Download (9)

I have also uploaded the presentation to Slideshare as per below. (There’s a formatting error on one page that arose when I ‘translated it’ from Keynote to PPT. ugh!) [click to continue reading…]

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