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In a previous blog post I had mentioned that one of the ways we use SaaS apps on a daily basis is to handle the business data for the website. This could include tracking a customer or customer’s order history, or customer details for some business-specific information. The goal is to be able to have that on your side and use this to improve the user experiences.
The problem for us is that this data is either really hard to handle or not available. For example, in my last post I discussed how I manage and store data in SaaS apps which means that I need to be able to access all the data I need in a consistent way. We have several data stores which should be a part of that, but many of them only offer local access to the data (e.g. the Salesforce service only offers it for US customers). We are also faced with the fact that these services will soon get very large, but we often need to maintain one large database which will be a part of our main set of SaaS apps.
In other words, the problem is getting the data that customers need to be able to interact with our apps.
It’s important to start looking at your SaaS app store like a business. In order to get to this point we need to understand who the customers are, and why they use your products.
Customers and their motivations
One of the things that customers and developers have in common is that they have several goals which are not always related, or not fully communicated (or even if they are, it’s not obvious). For example, my first customer had a question about the availability of a particular feature, and he wanted to know if there was anywhere I could look for this information. I can’t tell him because it isn’t possible for him to look into sales (and I don’t want to show that we aren’t offering these features for customers who don’t already have them). But he can use my database to find out why. There is no information to help him with this, so he just asks a question.
Another very important thing customers do is to choose their service providers, it’s a fundamental requirement for them. But we know that a lot of
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