It’s pretty obviously a vendor-centric response to the concerns we heard expressed by HR Execs in the “SaaS Revolt” piece. Vendors rarely understand (in a visceral way) the real costs of ownership of a piece of technology. While vendors focus on the price tag at the point of acquisition, customers live with the implications of design and development in painful, moment to moment daily interaction with the system. The loudest complaint, that SaaS delivers unfettered change across the customer base, is overlooked. In fact, Colin does the standard “It’s not a bug it’s a feature” dance that vendors learn in their formative years. Customers can’t just “go to Subway” once the contract is in place.
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