The Evolution of SaaS: From Attention to Action
For most of its history, Software as a Service (SaaS) has been built around human attention—relying on people to monitor dashboards, read alerts, and click approvals. However, a new phase is emerging where software no longer waits for permission, but instead takes responsibility by operating continuously in the background to execute tasks without constant human input.
Key Highlights
- Breaking the Attention Model: Human attention is limited and expensive; modern systems are shifting from passive tools to active participants that resolve issues before they become visible.
- Shift to Outcomes: Customers are moving away from buying base functionality and toward purchasing guaranteed business outcomes driven by software that continually learns.
- Proactive Judgment: The next generation of SaaS is defined by its ability to monitor conditions, identify threats, and reconcile accounts automatically.
- Scalability of Automation: By removing the burden of manual review, organizations can scale without the traditional cost of adding more people to manage their software stacks.
- Adaptive Systems: Differentiation in the market will no longer come from more features, but from which systems require the least amount of human oversight to deliver reliable results.
- Supervisory Roles: As software takes ownership of outcomes, the human role is evolving from a hands-on operator to a supervisor who intervenes only for exceptional circumstances.
"Clients no longer want to buy base functionality from SaaS providers and customization and integration services from consulting firms. Instead, they want to buy business outcomes and be convinced that the services being provided are driven via software that continually learns." — Harsha Kumar, CEO of NewRocket
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