Despite the hype and sky high market capitalizations, many SaaS companies have struggled to turn a profit. TSIA VP Research & Advisory, XaaS Product Management, Laura Fay shares her insights into the SaaS business with Ibbaka.
There is a tension in service design between outcomes and experience. Given its roots in the design world, service design is often focussed on the experience. But in some cases the outcome is all that matters. In others, the experience is the outcome. This can complicate the pricing of services and new models are needed.