clipped from: news.cnet.com With SaaS, changes get pushed out without those wait-and-see possibilities. Facebook is discovering that this can lead to unpleasant surprises for customers, who have no say in whether they want to adopt them right then.
On a more macro scale, Facebook (and SaaS in general) are emblematic of the substantially two-way relationship that now exists between companies and customers. The real-time nature of the conversation--and with something like Facebook, the ability of customers to vocalize and organize--is a precursor to what the majority of companies will have to deal with in the future. As the "Cluetrain Manifesto" presciently argued, all markets are going to be more conversational in the future.