Lifesize recipe for SaaS success? ‘Smother customers with love’

Jul 6, 2017

Diginomica | Phil Wainewright

The story of Lifesize is a microcosm of the transition many enterprises face today, as they grapple with the transformation from traditional one-off product sales to a modern subscription-based services business model. It approaches that change with a philosophy that puts customer success at its heart.

Founded in 2003 as a maker of high-definition digital videoconferencing systems, the business was acquired by Logitech in 2009. Five years later, it was spun out again with venture financing under the leadership of its founding CEO Craig Malloy, with the aim of transforming from a product business into a cloud-based, software-as-a-service company. Today, Lifesize still sells videoconferencing hardware, but its flagship product is a cloud-based video, audio and web conferencing system for internal communications within the enterprise, which at the last count had 4,200 customers.