Navigating paradigm shifts and transitioning challenges for Customer Success: Learning from SaaS business models

Achieving Customer Success (CS) has become the primary goal for Anything as a service (XaaS) vendors with recurring revenue models to provide continuous value to their customers. This article attempts to present the theoretical insights on the key drivers of CS Management and proposes a conceptual framework based on 32 in-depth interviews with CS Practitioners. First, this article analyses the theoretical foundations and customer value management challenges for the newly emerging field of CS for subscription-based business models. Second, this article outlines three key drivers (prevent churn, increase success, ensure usage continuance from the conceptual framework) for CS from the voices of practicing CS professionals using the Grounded Theory Method (GTM). Third, this article analyzes the key drivers along with root cause analysis for churn and recognizes the practical implications of operating model shifts involved in moving to subscription models for XaaS vendors

The Main Factors Affecting E-voting Service Implementation: The Case of Palestine

The world at present is facing a number of serious challenges in the face of persistent economic crisis, local conflicts and endless waves of refugees. All of the above are affecting secure access to and completion of peoples voting rights. The relevant technological solutions appear to have matured and have successfully responded to rigorous testing. The question that remains to be answered is how an e-government service such as e-voting can be successfully implemented within complex political environment such as Palestine. Palestinians have been scattered across the world since the late 1940s, making the Palestinian authority experience a serious difficulties in enabling its citizens to elect their representatives. The inspiration for this paper has been taken from the results of the analysis of 19 in-depth interviews with public sector, private sector and policy influencers

Requirements Engineering of Village Innovation Application Using Goal-Oriented Requirements Engineering (GORE)

The delay in the absorption of village funds from the central government to the village government is due to the village government's difficulty preparing village development innovation programs. The innovation tradition will grow if the cycle of transformation of knowledge and acceptable practices from one village to another, especially villages with similar conditions and problems, can run smoothly.  For the process of exchanging knowledge and experiences between villages to run smoothly, it is necessary to codify best practices in a structured, documented, and disseminated manner. This research aims to design an application that functions as a medium for sharing knowledge about the use of village funds through government innovation narratives. The application is expected to become a reference for villages to carry out innovative practices by conducting replication studies and replicating acceptable practices that other villages have done. Therefore, it is necessary to have a system requirements elicitation method that can explore the village's requirements in sharing knowledge so that the resulting system is of high quality and by the objectives of being developed. There are several Goal-Oriented Requirements Engineering (GORE) methods used, such as Knowledge Acquisition in Automated Specification (KAOS) and requirements engineering based on business processes. In this research, the KAOS method was demonstrated as the elicitation activity of a village innovation system. Then the results were stated in the Goal Tree Model (GTM). Model building begins with discussions with the manager of the village innovation program to produce goals. The goals are then broken down into several sub-goals using the KAOS method. The KAOS method is used for the requirements elicitation process resulting in functional and non-functional requirements. This research is the elicitation of the requirement for the village innovation system so that it can demonstrate the initial steps in determining the requirements of the village innovation system before carrying out the design process and the system creation process. The results of this requirement elicitation can be used further in the software engineering process to produce quality and appropriate village innovation applications.The delay in the absorption of village funds from the central government to the village government is due to the village government's difficulty preparing village development innovation programs. The innovation tradition will grow if the cycle of transformation of knowledge and acceptable practices from one village to another, especially villages with similar conditions and problems, can run smoothly.  For the process of exchanging knowledge and experiences between villages to run smoothly, it is necessary to codify best practices in a structured, documented, and disseminated manner. This research aims to design an application that functions as a medium for sharing knowledge about the use of village funds through government innovation narratives. The application is expected to become a reference for villages to carry out innovative practices by conducting replication studies and replicating acceptable practices that other villages have done. Therefore, it is necessary to have a system requirements elicitation method that can explore the village's requirements in sharing knowledge so that the resulting system is of high quality and by the objectives of being developed. There are several Goal-Oriented Requirements Engineering (GORE) methods used, such as Knowledge Acquisition in Automated Specification (KAOS) and requirements engineering based on business processes. In this research, the KAOS method was demonstrated as the elicitation activity of a village innovation system. Then the results were stated in the Goal Tree Model (GTM). Model building begins with discussions with the manager of the village innovation program to produce goals. The goals are then broken down into several sub-goals using the KAOS method. The KAOS method is used for the requirements elicitation process resulting in functional and non-functional requirements. This research is the elicitation of the requirement for the village innovation system so that it can demonstrate the initial steps in determining the requirements of the village innovation system before carrying out the design process and the system creation process. The results of this requirement elicitation can be used further in the software engineering process to produce quality and appropriate village innovation applications

Net solar generation potential from urban rooftops in Los Angeles

Rooftops provide accessible locations for solar energy installations. While rooftop solar arrays can offset in-building electricity needs, they may also stress electric grid operations. Here we present an analysis of net electricity generation potential from distributed rooftop solar in Los Angeles. We integrate spatial and temporal data for property-level electricity demands, rooftop solar generation potential, and grid capacity constraints to estimate the potential for solar to meet on-site demands and supply net exports to the electric grid. In the study area with 1.2 million parcels, rooftop solar could meet 7200 Gigawatt Hours (GWh) of on-site building demands (~29% of demand). Overall potential net generation is negative, meaning buildings use more electricity than they can produce. Yet, cumulative net export potential from solar to grid circuits is 16,400 GWh. Current policies that regulate solar array interconnection to the grid result in unutilized solar power output of 1700 MW. Lower-income and at-risk communities in LA have greater potential for exporting net solar generation to the grid. This potential should be recognized through investments and policy innovations. The method demonstrates the need for considering time-dependent calculations of net solar potential and offers a template for distributed renewable energy planning in cities

Developing a Customer-Centric Go-To-Market Strategy For Samsung SDS in The Indonesian SAAS Market

Samsung SDS wants to get into the Indonesian market, with their enterprise-grade SaaS Collaboration solutions aimed at corporate clients. However, in this niche, there are giants like Microsoft, Google, and Zoom. Thus, it is imperative for an appropriate GTM Strategy that has been designed especially for Indonesia in the face of current competitive environment. The paper highlights a customer driven GTM strategy. The study deploys dual-method strategy to investigate JTBD to establish what customer’s jobs are and preferences that aligns with product/pricing strategy based on JTD Growth Strategy Matrix. At the same time, the Customer Journey considers consumer experience at all stages of engagement, offering ways forward on journey and experience improvement. This study reveals that Indonesian market is highly competitive and many customer needs met by available products. As a result, disruptive pricing supported by a disruptive approach are necessary at the moment. Also, as part of the customer journey, complete sales support along with specific training materials is highly demanded. In line with this, Samsung SDS should consider to recalibrate its GTM strategy based on a disruptive approach and supporting localized service to enhance customer experience in Indonesia. Keywords: collaboration solutions, customer journey, job-to-be-done theory, samsung SDS, indonesian marke

FrUITeR: A Framework for Evaluating UI Test Reuse

UI testing is tedious and time-consuming due to the manual effort required. Recent research has explored opportunities for reusing existing UI tests from an app to automatically generate new tests for other apps. However, the evaluation of such techniques currently remains manual, unscalable, and unreproducible, which can waste effort and impede progress in this emerging area. We introduce FrUITeR, a framework that automatically evaluates UI test reuse in a reproducible way. We apply FrUITeR to existing test-reuse techniques on a uniform benchmark we established, resulting in 11,917 test reuse cases from 20 apps. We report several key findings aimed at improving UI test reuse that are missed by existing work.Comment: ESEC/FSE 202

Drug enrichment and discovery from schizophrenia genome-wide association results:an analysis and visualisation approach

Using successful genome-wide association results in psychiatry for drug repurposing is an ongoing challenge. Databases collecting drug targets and gene annotations are growing and can be harnessed to shed a new light on psychiatric disorders. We used genome-wide association study (GWAS) summary statistics from the Psychiatric Genetics Consortium (PGC) Schizophrenia working group to build a drug repositioning model for schizophrenia. As sample size increases, schizophrenia GWAS results show increasing enrichment for known antipsychotic drugs, selective calcium channel blockers, and antiepileptics. Each of these therapeutical classes targets different gene subnetworks. We identify 123 Bonferroni-significant druggable genes outside the MHC, and 128 FDR-significant biological pathways related to neurons, synapses, genic intolerance, membrane transport, epilepsy, and mental disorders. These results suggest that, in schizophrenia, current well-powered GWAS results can reliably detect known schizophrenia drugs and thus may hold considerable potential for the identification of new therapeutic leads. Moreover, antiepileptics and calcium channel blockers may provide repurposing opportunities. This study also reveals significant pathways in schizophrenia that were not identified previously, and provides a workflow for pathway analysis and drug repurposing using GWAS results