Interview
Journal of Digital Asset Management (2008) 4, 260–268. doi:10.1057/dam.2008.21
The customer lifecycle in SaaS environments — Interview with Ed Sullivan of Aria Systems
Ed Sullivan1
Correspondence: Ed Sullivan, Aria Systems, LLC, 1400 North Providence Road, Suite 210, Media, PA 19063, USA. Tel: +1 484 234 8000; E-mail: esullivan@ariasystems.com
1is the CEO and founder of Aria Systems, the leading provider of on-demand billing and customer management solutions. Ed founded Aria in 2002. Prior to Aria, Ed was the founder and president of LaserLink.net, a Virtual Internet Service Provider that was acquired by Covad Communications in 2000.
Abstract
When you consider the entire lifecycle of a customer in a SaaS environment, managing customer interactions is at least as important as managing financial transactions. Ed Sullivan of Aria Systems discusses the stages of customer lifecycle within a SaaS environment and how a robust billing platform can help manage customer relations.
Keywords:
customer management, SaaS, customer lifecycle, monetization model, online billing, Web 2.0
