Is Your Customer Community Vendor Holding Your Data Hostage?

Posted by Luc Vezina on Jun 1, 2015 11:24:39 AM

1 minute read

Is Your Data Being Held HostageAs an entrepreneur, lots of things get me worked up. Lately, something has been bothering me profoundly, and that is data ownership.

Software-as-a-service has exploded in popularity over the past 10 years because it makes deploying, maintaining and upgrading software much easier. One of the realities of SaaS is that your data is no longer on your own servers. What happens if you decide you want to switch from one vendor to another?

The data that your customers have created in your branded community is yours, no questions asked. You should also be able to get a copy of that data, no questions asked.

We’ve seen vendors talk a good game when it comes to data portability but then throw up all kinds of obstacles when a data dump is requested:

  • Ransom note: Charge thousands of dollars for a single data dump
  • Keeping hostages: Say the dump request is backlogged beyond the date of contract renewal
  • Delivering the hostage harmed and battered: Export to file formats that are difficult to reconstitute on another platform
  • Irreparable trauma: Require customers program their own exports against incomplete APIs

It’s paradoxical to see vendors attempting to retain customers by antagonizing them. I guess when that IPO is in sight, customer relationships be dammed.

When it’s time to launch a new customer community, make sure to get in writing that you can get to your data easily and own it completely, no questions asked.

Want to move from your existing enterprise community forum platform to Vanilla? Request a free consultation today.

Topics: Product

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