Cloudy with a Chance of Insight: An ISV's Guide to Customer Usage Data Collection and Analysis in the Cloud

SafeNet, Inc.

Abstract:

The right entitlement management service and user management tools can instantly improve your business processes and customer insight by simplifying your billing process, while tracking customer usage, feature usage trends, regional usage, and much more. These features ultimately provide critical data to assist organization-wide decision making. Publishers of on-premise software have, for many years, experienced the benefits of mining usage data to improve their business. Vendors of SaaS applications, however, are experiencing firsthand, some of the unique challenges of gathering this type of data for their hosted applications. This paper focuses on SaaS growth and the challenges of gathering customer insights—whether on-premise or in the cloud. Also discussed are the types of data that can be useful, and examples that help illustrate the business value of harvesting and analyzing usage. The paper goes further to present SaaS vendors with robust solutions for gathering customer insight.

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