As traditional software companies shift to subscription models and pure-play SaaS companies continue to scale, Maintenance, Customer Support and Retention (MCR) functions are essential to drive profitability within the subscription model. Effectively organizing and operating these functions is critical to delivering against customer expectations & growing recurring revenue. Waterstone has codified our perspective around these key issues, including a great set of benchmarks and best practices. The abstract below summarizes some of the key challenges facing today's SW executives and a set of considerations to transform their MCR functions.
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