Phil,
As a founder of a SaaS firm, I enjoy your articles and consistently find them good to read.
We're working through all four of the topics you mentioned and have a fifth. Specifically, providing training to enable customers to maximize the benefits they generate from our tool is a current priority.
For us, prioritizing among the options below, for initial and ongoing training, has recently become a "5th pillar".
Instructor-led in-person training,
Instructor-led webinars,
Recorded webinars,
Mini-"how to" videos (ala 37 Signals),
Printed and/or web-based manuals,
Case studies,
Sample output files with notes, and
Expanded Help and FAQ files
You alluded to things like this perhaps, when you wrote about the "continuous, iterative service provider relationship."
Justin Hunter
Founder and CEO of Hexawise
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