Managing Customer Rights in a Large SaaS Product Portfolio

Managing Customer Rights in a Large SaaS Product Portfolio

When you're selling a variety of Software as a Service (SaaS) products, each product can have its own pricing model and its own set of rights and conditions related to license management. The more products you offer, the more complex managing customer rights can be. This can be a lot to handle for both the customers and also for you, the product manager.

From the customer's perspective, it can be overwhelming to comprehend the specific rights attached to each product. For the SaaS providers, tracking and managing these rights across a broad portfolio can be daunting. The challenge is to create a system that makes it easy for customers to understand the rules for each product while also making it easier for you to keep track of everything. This system is called a ‘Rights Management System’.

To navigate this complexity, companies must establish a comprehensive SaaS license management strategy which factors in how the product is deployed, whether the SaaS rights are handled manually or are automated, what the customers’ needs are (or will be in the future), and how those customers are billed.

In this article, we’ll examine each of these factors, and explore both the potential pitfalls and benefits of implementing a rights management system.

How is the Product Deployed?

When a product is installed directly on a customer's computer, it is referred to as ‘on-premise’. When the product resides elsewhere, it is said to be ‘cloud-based’. It can also be a mix of both (hybrid). Different deployment models necessitate different approaches to rights management and will have a direct bearing on whether you manage rights manually or automate these processes.

For on-premise solutions, customers typically retain greater control over their data, therefore requiring more robust data access and privacy guarantees for license management. This necessitates a robust and secure manual rights management system, ensuring that the customer can access all necessary data while maintaining data privacy and security. However, managing such a system manually for a large number of customers becomes virtually impossible and increases the risk of data breaches.

In comparison, cloud-based or hybrid models require more adaptable rights management strategies due to their inherent complexity and variability. For instance, consider a global company that offers cloud-based services. Given the variation in data sovereignty laws across different countries, managing access rights manually can become extremely challenging, requiring an automated approach.

Manual Rights Management

There are two main approaches to implementing Saas rights management – manual and automated. While it can be tempting for product managers to attempt to manually process their right management – it may seem like it offers more direct control – this strategy is fraught with the perils of human error and inefficiency.

Manual management of rights is a time-consuming and labor-intensive task. Consider a situation where a customer's subscription level changes, requiring their access rights to be updated across multiple services. In a manual system, an employee would need to adjust these rights individually, a process that could take significant time and could be prone to errors.

Scalability poses another significant challenge when dealing with manual processes. As the number of products in the portfolio and the customer base grow, the complexity of managing customer rights also increases. For example, a company that initially offered five products may have easily managed rights manually. However, as the company grows and the product line expands to 50 or more, the manual management of these rights becomes a Herculean task.

Automated Rights Management

The alternative to a manual strategy is automation. Automation tools will streamline routine tasks and reduce errors. Furthermore, automation makes it easier to offer personalized rights for each customer, a variety of pricing models across different product offerings and will ensure your compliance with legal requirements across jurisdictions.

When considering automation options, there are two main options:
third-party-constructed SaaS solutions or self-constructed automation.

Self-constructed automation may initially appear to be an ideal solution to the limitations of manual processes, but it brings its own set of complications to the table. The effort needed for the maintenance of these self-constructed automation systems can be taxing and time-intensive.

Aligning them with the continuous evolution of systems and technologies presents its own set of complications for SaaS license management.
Cost is another pivotal aspect that needs consideration. The expenses involved in the construction and consistent upkeep of an in-house automation structure can be hefty, especially when juxtaposed against prebuilt solutions available in the market.

Businesses need to carefully evaluate the trade-offs between the costs and benefits before deciding to implement a self-built automation approach versus considering the automation solutions offered by third-party SaaS vendors.

What Are Your Customers’ Needs?

Each customer has different needs. This means you'll need to give each customer a unique set of rules. This adds more complexity. Addressing the distinct requirements of each customer is an integral element of managing a broad SaaS portfolio.

Implementing versatile product development and rights management strategies is essential for businesses to stay attuned to the changing needs of their customers. Being agile and responsive to fluctuations in customer preferences and market patterns ensures that business services and their respective rights management strategies remain up-to-date and meaningful.

Customer feedback serves as a potent tool in this context. It delivers invaluable insights into the customers' value perception and the areas that require enhancement. Furthermore, as the company grows and its SaaS product portfolio expands, having scalable SaaS license management solutions becomes critical to effectively manage customer rights across a wider range of products.

How are You Charging Your Customers?

Another important aspect of SaaS rights management is billing. You'll need to consider the different pricing models across your products to ensure you're charging your customers correctly. Moreover, you will need to understand the variety of usage-based pricing models across different offerings and deployment ecosystems.

It is critical to ensure clients are billed accurately based on the rights they have been granted to SaaS applications. A variety of pricing models across different offerings requires careful monitoring of SaaS licenses effectively to ensure accurate billing.

Furthermore, the legal implications and compliance requirements associated with various offerings further complicate the landscape. These vary based on the nature of the product, local legislation, and any industry-specific regulations.

Mitigating Potential Pitfalls

Ineffective management of SaaS rights has profound implications for businesses, particularly in their sales and customer success teams. Issues related to software licensing rights can lead to significant customer dissatisfaction, which in turn impacts customer retention and tarnishes the brand's reputation. The time required to resolve these complaints may detract from the team's primary responsibilities, leading to inefficiency and productivity loss.

However, these challenges can be mitigated effectively through robust rights management approaches. This ensures that customers are assigned the appropriate rights and are accurately billed for their usage, thereby improving customer experiences and enhancing the productivity of the sales and customer success teams.

Clear and effective communication with customers is a crucial part of this process. Customers need to have a comprehensive understanding of their rights and the management of these rights. This transparency helps to build trust, enhance customer satisfaction, and foster a stronger relationship between the customer and the business. In this vein, the role of legal and compliance teams is critical in ensuring that rights management practices are in line with applicable regulations.

Investing in professional training and development can also noticeably enhance rights management capabilities. Continuous education is vital in this regard, as it equips the rights management team with the latest trends, best practices, and regulatory changes. This commitment to continuous learning ensures that the team is always ahead of the curve, ready to adapt and respond to the evolving landscape.

Building internal expertise in rights management is an equally important investment. It empowers businesses to manage rights effectively in-house, thereby reducing their reliance on external resources. Moreover, certification in rights management can provide a distinct competitive edge by signalling your strong commitment to best practices. This has obvious implications for customer confidence.

Benefits of Strategic SaaS Solutions

Effective rights management in SaaS usage is an integral component in streamlining operations, enhancing customer satisfaction, and maintaining legal compliance.

Businesses must invest in continuous training, proactive risk assessment, clear communication, and building internal expertise to navigate the evolving landscape successfully. The benefits of this investment include:

  • Robust rights management improves customer satisfaction and team productivity
  • Proactive risk assessment and prevention avert customer dissatisfaction and potential legal complications
  • Clear communication with customers builds trust and enhances satisfaction
  • Continuous education equips the team with the latest trends in rights management
  • Building internal expertise reduces reliance on external resources and can provide a competitive edge through certification.

Strategic SaaS Solutions for Use Rights Management

Effective management of Software as a Service (SaaS) rights and license agreements is a critical factor that influences operational efficiency, customer satisfaction, and legal compliance. It's crucial for businesses to remain agile, adapt to customer needs swiftly, and implement scalable solutions.

The use of data analytics can provide invaluable insights into usage patterns and trends, helping to fine-tune rights management strategies. Implementing preemptive risk assessments and maintaining clear communication channels are fundamental to successful rights management. Continuous learning and professional development are essential to keep the rights management team updated on emerging trends and regulatory changes.

A comprehensive rights management strategy, encompassing training, risk assessment, and effective communication offers a robust way to navigate the evolving landscape successfully. Cultivating internal expertise in rights management reduces reliance on external resources which can give businesses a unique competitive edge.

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