The topic of this thesis is to evaluate Software-as-a-Service (SaaS) integrations in order to create a set of guidelines to help ease the integration of SaaS systems into internal in-house developed systems. It was achieved by performing a case study on a successful SaaS integration to locate relevant success factors to incorporate into upcoming SaaS integrations. The primary findings included a focus on the usage of standard solutions, experienced cooperation from the SaaS contractor and tactical usage of technical debt that extends the whole life cycle. While there are many success factors that aided to create a successful integration, there are still drawbacks to certain techniques that will have to be decided by the specific integrations requirements if the trade-off is worth it. There were other success factors that weighted in but was not crucial to the success, and certain factors that should be treated with caution due to the harmful effect it might have upon the project. Using the factors found in the case study, a set of guidelines with a focus on the processes and work methodology were created to ease future SaaS integrations for organizations and institutions. / Ämnet för detta arbete är att utvärdera Software-as-a-Service-integrationer (SaaS) för att kunna skapa en uppsättning av riktlinjer för att underlätta framtida SaaS-integrationer till internt utvecklade system. Detta uppnåddes genom att utföra en fallstudie på en framgångsrik SaaS-integration för att kunna lära sig vilka relevanta framgångsfaktorer förekom och kan användas i generalla SaaS-integrationer. De främsta resultaten inkluderade ett fokus på att använda standardlösningar, erfarna SaaS-leverantörer som underlättar implementering samt ett taktiskt användande av teknisk skuld för att möta deadlines och funktionella krav. Även om det finns flera framgångsfaktorer som hjälpt till att skapa en framgångsrik integration så har även vissa av dessa faktorer nackdelar med vissa tekniska egenskaper, där prioriteringarna i projektet måste besluta ifall nyttjande av dessa faktorer är värt konsekvenserna. Det fanns även andra framgångsfaktorer som vägde in men som inte var avgörande för framgången och vissa motgångsfaktorer som bör undvikas på grund av de negativa effekter som kan förekomma. Med hjälp av faktorerna som funnits i fallstudien skapades en uppsättning av riktlinjer med fokus på processen och arbetsmetodiken i syfte att underlätta framtida SaaS-integrationer för organisationer och institutioner.

Initié en 2009, le projet MISE 2.0 (deuxième itération du projet Mediation Information System Engineering) s’articule autour d’une approche BPM (pour Business Process Management) et d’une vision MDE (pour Model-Driven Engineering). La réalisation d’une démarche BPM classique au sein d’une organisation nécessite de recueillir une connaissance couvrant à la fois les aspects structurel, informationnel et fonctionnel afin de définir des modèles de processus caractéristiques du comportement de l’organisation. Concernant le projet MISE 2.0, l’approche BPM considérée concerne un ensemble d’organisations collaboratives. Quant à la composante MDE, elle est destinée à faciliter l’automatisation des différentes étapes de la démarche : i) Recueil de la connaissance (caractérisation de la situation) : Il s’agit de collecter les information concernant la situation collaborative considérée, ii) Déduction de la cartographie de processus collaboratifs (définition de la solution) : il s’agit de définit les processus collaboratifs adaptés à la situation collaboratives caractérisée au niveau précedent and iii) Déploiement du SI de médiation (implémentation de la solution) : il s’agit d’implémenter le SI de médiation sous la forme d’une plateforme informatique capable d’orchestrer les processus collaboratif définis. La problématique scientifique relève des deux transitions entre ces trois niveaux d’abstractions : la première transition est prise en charge au niveau abstrait de la démarche MISE 2.0 alors que la seconde est traitée au niveau concret. Les travaux de thèse dont il est ici question se focalisent sur le niveau abstrait : déduction d’une cartographie de processus collaboratifs satisfaisant la situation collaborative considérée. Ce type d’objectif relève généralement d’activités entièrement manuelles qui nécessitent une importante quantité de travail afin d’obtenir les modèles de processus escomptés. Les travaux de recherches présentés ambitionnent d’automatiser cette démarche. Le principe est le suivant : (i) recueil, sous la forme de modèles, de la connaissance nécessaire à la caractérisation de la situation collaborative (informations sur les partenaires, les fonctions qu’ils partagent et leurs objectifs), (ii) déduction de la connaissance complémentaire relative à la dynamique collaborative qui pourrait satisfaire ces objectifs selon les moyens disponibles (cette phase s’appuie sur un métamodèle collaboratif, sur l’ontologie associée et sur des règles de transformation) et (iii) structuration de cette connaissance générée sous la forme d’une cartographie de processus collaboratifs (grâce à des algorithmes dédiés). / MISE 2.0 (for Mediation Information System Engineering, second iteration) project has been launched in 2009. The MISE 2.0 engineering approach is based on BPM (Business Process Management) and MDE (Model-Driven Engineering). Running a regular BPM approach on a specific organization consists in gathering structural, informational, and functional knowledge in order to design cartography of processes covering the behavior of the modeled organization. Regarding the MISE 2.0 project the BPM approach concerns a set of organizations and MDE helps in automatizing the different steps: i) Knowledge gathering (situation layer): collect information concerning the collaborative situation, ii) Processes cartography design (solution layer): design the processes according to the knowledge gathered and iii) MIS deployment (implementation layer): implement an IT structure able to run the processes cartography. Both the transitions between these layers are the hard-points of this approach: The first gap is managed at the abstract level of MISE 2.0 while the second one is managed at the concrete level of MISE 2.0. The current PhD is focused on the first issue: designing a relevant processes cartography from the modeled collaborative situation. However, this is usually a manual activity, which requires a large amount of work to draw the processes and their links. The current research works aim at building such collaborative process cartography in an automated manner. Our principles are (i) to gather the essential and minimum initial collaborative knowledge (e.g. partners, shared functions and collaborative objectives) in models, ii) to deduce the missing knowledge with the help of a collaborative metamodel, an associated ontology and transformation rules and iii) to structure the deduced knowledge in a collaborative process cartography thanks to dedicated algorithms.

Införandet av ny teknologi i organisationer är ett ständigt aktuellt forskningsområde inom affärssystemforskningen. De senaste åren har fenomenet ”Molntjänster”, eller Software as a Service (SaaS), vuxit i popularitet. Många affärssystemleverantörer erbjuder idag sina kunder affärssystem som en molntjänst. SaaS-baserade affärssystem ger organisationer fördelar i jämförelse med traditionella affärssystem som installeras lokalt i organisationen, som exempelvis ökad skalbarhet, bättre åtkomstmöjligheter, samt lägre kostnader för implementation - vilket gör det särskilt intressant för små och medelstora organisationer. Dock innebär SaaS-baserade affärssystem även risker, som relateras till exempelvis bristande säkerhet, begränsade möjligheter till systemanpassning och integration, bristande prestanda, samt leverantörsinlåsning. Dessa risker kan få organisationer att tveka till att implementera SaaS-baserade affärssystem, trots identifierade fördelar. Tidigare forskning har identifierat både fördelar och risker med SaaS-baserade affärssystem, men lite är känt om varför små och medelstora organisationer väljer att införa sådana system trots de risker systemen är associerade med. Studiens syfte är därför att skapa förståelse för vad som har betydelse för att små och medelstora organisationer implementerar SaaS-baserade affärssystem, trots kända risker. Studiens resultat indikerar att förståelse för risker, tillit och förtroende för systemleverantören, reducerat kompetensbehov internt i organisationer, samt graden av komparativa fördelar har betydelse för organisationers vilja och acceptans till att implementera SaaS-baserade affärssystem, trots risker. Studiens slutsatser har även bidragit med rekommendationer för hur systemleverantörer av SaaS-baserade affärssystem kan utveckla sina värdeerbjudanden. Exempelvis rekommenderas systemleverantörer att vara ärliga och transparenta i kommunikationen mot kundorganisationer, samt att samarbeta med kundorganisationer genom hela implementationsfasen och efter slutförda implementationsprojekt. / The introduction of new technology in organizations is an ever-present area of research within ERP systems research. In recent years, the phenomenon of "Cloud Services", or Software as a Service (SaaS), is growing in popularity. Today, many ERP system suppliers offer their customers ERP systems as a cloud service. SaaS-based ERP systems give organizations advantages over traditional ERP systems that are installed locally in the organization, such as increased scalability, better accessibility, and lower implementation costs - which makes them particularly interesting for small and medium-sized organizations. However, SaaS-based ERP systems also involve risks that are related to, for example, lack of security, limited possibilities for system customization and integration, lack of system performance, and supplier lock-in. These risks may cause organizations to avoid SaaS-based ERP systems, despite identified benefits. Earlier research has identified both benefits and risks with SaaS-based ERP systems, but little is known about why small and medium-sized organizations choose to implement such systems despite the risks associated with them. The aim of the study is therefore to create an understanding of why small and medium-sized organizations choose to implement SaaS-based ERP systems, despite known risks. The study's results indicate that understanding of risks, trust and confidence in the system vendor, reduced internal competence needs, and the level of comparative advantages are important for organizations' willingness and acceptance to implement SaaS-based ERP systems, despite risks. The study’s conclusions also contributed with recommendations for how systems suppliers of SaaS-based ERP systems can develop their value propositions. For example, system suppliers are advised to be honest and transparent in communicating with customer organizations, as well as collaborating with customer organizations throughout the implementation phase and after the completion of implementation projects.

<p>U radu je istraženo kako čitaoci prihvataju savete na blogovima. U<br />radu je integrisan model prihvatanja tehnologije (eng. Technology<br />Acceptance Model) sa dualnim procesnim modelima informacionog<br />uticaja, a u cilju dobijanja teorijskog modela za prihvatanje saveta. U<br />modelu je istaknut značaj korisnosti i kredibilnosti saveta kao<br />medijatora u procesu prihvatanja saveta.<br />Dualni procesni modeli su u radu primenjeni u cilju otkrivanja<br />faktora koji doprinose korisnosti informacija, u različitom<br />postupku obrade tih informacija. Istraživanje je sprovedeno na<br />SAAS platformi Beeshaper. Primenjena je mešovita metoda<br />istraživanja. Prvo je sproveden intervju na uzorku od 25 blogera od<br />uticaja. Nakon toga je sprovedeno kvantitativno istraživanje sa 356<br />korisnika koji dobijaju savete na blogovima. Istraživanjem je potvrđen<br />predloženi model.<br />Komunikacija na internetu sve više dobija na značaju u poslednjim<br />godinama. Rezultati istraživanja predlažu model za razumevanje<br />transfera znanja na platformi bloga, kroz računarski podržanu<br />komunikaciju.</p> / <p>The paper explores the way readers accept advice on blogs. The paper<br />integrates the Technology Acceptance Model with dual process information<br />model, in order to obtain a theoretical model for advice adoption. The model<br />emphasizes the importance of the usefulness and credibility of eWOM as the<br />mediators in the process of advice adoption.<br />Dual process models are applied in the paper to identify the factors that<br />contribute the usefulness of information, in a different process of elaboration<br />of these information. The research was conducted on the SAAS platform<br />Beashaper. A mixed method of research was conducted. The first part of the<br />reseach was an interview with the sample of 25 influencers. After qualitative<br />part of the study, a quantitative survey was conducted on the sample of 356<br />users who adopted blog advice. The study confirmed the proposed model.<br />Communication on the Internet is gaining significance in the recent years.<br />This research suggest a model for understanding knowledge transfer on the<br />blog platform, through computer-based communication.</p>

Made available in DSpace on 2016-08-17T14:52:42Z (GMT). No. of bitstreams: 1 Dissertacao-GersonLobatoRabelo.pdf: 4450245 bytes, checksum: 15830f76fa41def073930b74d39d40e2 (MD5) Previous issue date: 2015-08-31 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Cloud Computing is a computational paradigm which came with the idea of cloud-based services, resources and functionalities offered by enterprises to end users through service delivery models. The main models are Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS). Offered services and resources are commonly tested by testing and maintenance teams with the purpose of detecting and eliminating present failures. In relation to SaaS models, the most common test types used are functional, performance, scalability, component-based and tenant-based ones. However, tests like reliability, availability, usability and acceptance ones, more oriented to users, are less performed. In the field of Model Driven Engineering (MDE), the tests in SaaS, PaaS and IaaS models are performed through approaches like transformation of models and generation of test cases according to test types, allowing services and resources being tested with great quality and efficiency. This dissertation shows an approach based on Model Driven Engineering to support generation of availability, reliability, usability (after user uses the open-source SaaS model and answer a questionnaire about his/her profile and about the model) and acceptance test cases for SaaS models with open source code (Open Software as a Service Open SaaS). A framework and metamodels are proposed to this end, besides quantitatives metrics with the purpose of analize these criteria for the proposed Open SaaS model. / A Computação em Nuvem é um paradigma computacional que surgiu com a ideia de serviços, recursos e funcionalidades baseados em nuvem e que são ofertados por empresas para usuários finais através de modelos de entregas de serviços. Os modelos principais são Infrastructure as a Service (IaaS), Platform as a Service (PaaS) e Software as a Service (SaaS). Os serviços e recursos ofertados são constantemente testados pelas equipes de manutenção e teste com o objetivo de detectarem e eliminarem as falhas presentes. Em relação aos modelos SaaS, os tipos de teste mais usados são os funcionais, de performance, de escalabilidade, de componentes e os testes baseados nos inquilinos dos modelos SaaS. No entanto, testes como os de confiabilidade, de usabilidade, de disponibilidade e de aceitação, mais orientados ao cliente, são pouco realizados. No campo da Engenharia Dirigida por Modelos (Model Driven Engineering - MDE), os testes em modelos SaaS, PaaS e IaaS são feitos através de abordagens como a transformação de modelos e a geração de casos de teste de acordo com os tipos de teste, permitindo que os serviços e recursos sejam testados com maior qualidade e eficiência. Esta dissertação apresenta uma abordagem baseada em Engenharia Dirigida por Modelos para suportar a geração de casos de teste de disponibilidade, confiabilidade, usabilidade (após o usuário utilizar o modelo SaaS de código aberto e responder um questionário sobre seu perfil e sobre o modelo) e aceitação para modelos SaaS de código aberto (Open Software as a Service Open SaaS). Um framework e metamodelos são propostos para este fim, além de métricas quantitativas com o propósito de analisar estes critérios para o modelo Open SaaS proposto.

This Master's Thesis focuses on integration of software that are provided as services (SaaS) into current on-premise information systems of enterprises. In enterprise computing, services such as SaaS are usually integrated into cloud services. In recent years, cloud services have been experiencing a dynamic growth, and, in various forms, they have been entering enterprises of different sizes and fields. At the same time, the experience show that implementation of SaaS into enterprise computing faces many challenges due to the fact that the SaaS vendors have exclusively focused on improvement of software functionality and the integration itself has completely remained out of their attention. Given that, the integration of SaaS is rather complicated or even inaccessible for many enterprises. In particular, small and medium-sized businesses are a very specific target groups and the traditional integration platforms are unaffordable for them. The goal of this thesis is to develop a methodology based on MeFIS that would cover integration of SaaS into on-premise-based information systems in small and medium enterprises. In this thesis, first, I will define the terms used in integration of IT and cloud services and describe the essential principles, tools, and technologies used. Second, I will conduct a literature review of available sources to find the best methodology for integration of SaaS, which would take into account the specific needs of small and medium enterprises. Third, I will develop a methodology based on the methodology framework MeFIS (Methodology Framework for IS/ICT Systems). At the final stage, the developed methodology will be applied in one company in the Czech Republic. The emerged integration challenges will be described and their solutions will be developed; thus, this thesis might also serve as a specific example of SaaS integration into enterprise information systems within small and medium-sized businesses.

This diploma thesis' main subject is to design a service that automatically analyses (e-shop) data, interprets them and consequently provides users with results of this analysis via web service. Design of this service includes concept composition its technical solution and market verification. The main purpose of this thesis is to design an online service for small and medium sized e-shops, that will (based on provided data) deliver information for e-shop performance optimization. Aspects taken into account are service functionality, its technical solution and business plan destined for its market launch. Theoretical part focuses on analysis of online analytical tools that are available for users on market. It looks at internet e-shops market and analyses users' requirements for analytical tool/service either. This part delivers a list of currently available analytical platforms and services that are convenient for e-shops to be used. Then these tools are compared amongst each other. Criteria for comparison are the usability of service, its user experience, positive and negative aspects related to these predefined criteria. Practical part of this thesis specifies functional and non-functional requirements on service, its user interface. The whole concept is verified on market by interview. Discovered requirements are consequently applied in technical solution design and business plan composition. Overall view of functionality and feasibility of the newly designed service and its verification in real environment is the preoccupation of this part as well.

Software as a Service (SaaS) är en metod för att leverera mjukvara där lösningen är centralt lagrad och erbjuden som en tjänst. SaaS erbjuder flera olika fördelar ur både den tekniska och den kommerciella synvinkeln. Som en konsekvens av det är många företag mycket motiverade att flytta sina föråldrade system till SaaS för att fortsätta vara konkurrenskraftiga på marknaden. Tyvärr så är sådana stora migreringar ofta utmanande och problematiska, SaaS lägger till ännu fler utmaningar till den problematiken. Den här studien föreslår en effektiv processmodell för SaaS-migrering när systemen som ska migreras till SaaS är föråldrade. Den föreslagna modellen siktar på att guida SaaS-migreringsprojektet i rätt riktning och därmed utöka sannolikheten för att det skall lyckas. Kvalitativa metoder har använts för att utveckla och validera modellen. Den initiala modellen utvecklades från experimentiell kunskap i kombination med att studera och analysera relevant arbete i området. Modellen modifierades iterativt ytterligare genom att konsultera både akademiska och industri-experter med relaterad bakgrund. Slutligen så valdes experted på ämnet ut och öppna intervjuer genomfördes för att validera modellen. Resultaten från intervjuerna föreslår att den föreslagna process-modellen är väl anpassad för att appliceras i industrin och förväntas kunna hjälpa en organisation att genomföra SaaS-migreringsprojekt effektivt och framgångsrikt. / Software as a Service (SaaS) is a software delivery method in which software is centrally hosted and offered as a commodity. SaaS provides numerous advantages both from technical and business perspective. Hence, many companies are highly motivated to move their legacy systems to the SaaS in order to stay competitive in the market. However, any migration of legacy systems is usually challenging and failure prone. SaaS migration adds more challenges on top of that. This thesis proposes an effective SaaS migration process model for migrating legacy application to SaaS. Proposed process model aims to guide the SaaS migration projects in the right direction and thus increase the success rate. Qualitative method was used to develop and validate our model. The initial SaaS migration process model was developed from experimental knowledge in combination with studying and analysing relevant work in this field. The model was further modified in iteration by consulting both academic and industry experts with related background. Finally, experts were selected on the subject matter and conducted structured open-ended interviews to validate the model. The interview results suggest that the proposed process model is well suited to be applied in industry and is largely expected to help an organization to drive the SaaS migration project effectively and successfully.

I denna uppsats diskuteras hur relationsmarknadsföring kan användas av företag som utvecklar högteknologiska SaaS-lösningar för att bygga lönsamma relationer på en tidig marknad. För att svara på frågeställningen “Hur kan högteknologiska SaaS-leverantörer arbeta med relationsmarknadsföring för att attrahera kundgrupperna Innovators och Early adopters på den tidiga marknaden utifrån The Technology Adoption Life Cycle?” har en kvalitativ metod i form av en fallstudie använts. Semistrukturerade intervjuer med respondenter från en SaaS-leverantör och deras kunder nyttjas för insamling av empirin. Detta för att öka förståelsen för vad både leverantörer av SaaS och deras kunder värdesätter i en relation. Urvalet av teori bygger på hur segmenteringsverktyget The Technology Adoption Life Cycle och teorier kring relationsmarknadsföring kan kombineras för att öka förståelsen för hur olika kundrelationer kräver olika tillvägagångssätt på den tidiga marknaden. Genom analyser av den insamlade empirin har författarna av denna uppsats dragit slutsatsen att relationsmarknadsföring är ett brett område. Utöver produkten behöver SaaS-leverantörer fokusera på andra nyckelfaktorer där personal, teknologi, tid och kunskap ingår. Det är dessutom avgörande att SaaS-leverantörer lägger stor vikt på den interna marknadsföringen eftersom alla interaktioner och beröringspunkter med kunden påverkar relationen. Tillit till det andra företaget och engagemang i relationen är ytterligare aspekter som ligger till grund för att bygga långvariga relationer. Dessa relationer är avgörande för att SaaS-lösningen ska kunna nå den huvudsakliga marknaden där kapitalet finns och en prenumerationsmodell ger önskad avkastning.  Genom live-in marketing kan SaaS-leverantören ta del av viktiga insikter från sina kunder på den tidiga marknaden och möjliggöra en kundcentrerad utveckling av SaaS-lösningen. Undersökningen som denna uppsats bygger på har däremot visat att ett fokus på spridning genom word of mouth inte nödvändigtvis leder till ökad exponering och försäljning, samt att utträdesbarriärer inte är ett tillvägagångssätt för att skapa engagemang i relationen. / This undergraduate thesis explores the possibilities of high tech SaaS providers to apply relationship marketing in order to establish profitable relationships in the early market. A qualitative method in the form of a case study was used to answer the research question “How can high tech SaaS providers apply relationship marketing theory in order to attract customer groups in the early market based on The Technology Adoption Life Cycle?”. To collect the empirical material, semi-structured interviews were conducted with respondents from one SaaS provider and two of their customers. This was done to increase the knowledge on what SaaS providers and their customers value in a relationship. The segmentation tool The Technology Adoption Life Cycle and relationship marketing theory was applied to increase the understanding of how various customer groups require different approaches in the early market. Through analysis of the collected empirical material, the authors of this thesis have drawn the conclusion that relationship marketing is a broad field. Beside the product itself, SaaS providers need to focus on other key factors such as personnel, technology, time and knowledge. Since all interactions with the customer will affect the relationship, internal marketing should be of paramount importance to the SaaS provider. Trust between partners as well as commitment to the relationship play a vital part in the longevity of relationships in the early market. These relationships are crucial in order for a SaaS to reach the mainstream market where a subscription model can show true value for the SaaS-provider. SaaS providers can use live-in marketing to gain important insights from its customers in the early market and develop their SaaS with a customer centric approach. The research that has been conducted in this thesis has shown that focusing on diffusion through word of mouth does not necessarily result in increased exposure and sales, but also that costs of leaving a relationship does not increase the customers commitment to the relationship.

Software as a service (SaaS) är en affärsmodell som syftar till att användaren prenumererar på en mjukvara Mjukvaran levereras över internet vilket medför att användaren inte behöver tänka på mjukvaruuppdateringar och driftunderhåll av servrar. Churn innebär att användaren avslutar sin prenumeration hos ett företag och därmed slutar vara kund. Förvärv av nya kunder är en dyr process, som kan kosta upp till fem gånger mer än att sälja till en redan befintlig kund. Tidigare forskning inom churn har främst varit koncentrerad till telekombolag. Undersökningar har specialiserats på maskininlärningsmetoder för att studera churn. Tidigare studier beskriver att det finns begränsad forskning för churn inom SaaS-företag med B2B kunder. De studier som har undersökt churn har främst varit fallstudier där olika kundattribut har studerats utifrån generella- och beteendekundattribut. Studien har i samarbete med ett SaaS-företag undersökt flera kundattribut på ett lönehanteringssystem. Syftet har varit att undersöka vilka kundattribut som är intressanta att ta ut statistik på när churn studeras. Ovanstående ska medföra att det studerade företaget kan införskaffa insikter och arbeta mer med datadrivna beslut. För att förstå vilka kunder som väljer att avsluta sin prenumeration behövs data samlas in om kunderna. En kvantitativ fallstudie utfördes genom att undersöka flera kundattribut hos de kunder som har churnat. Undersökningen utfördes med modellen CRISP-DM för att genomföra dataanalysen på ett systematiskt tillvägagångsätt. Undersökningen studerade kundattribut utifrån variablerna generella- och beteendekundattribut. Dataanalysen genomfördes med hjälp av Python-kod och resultatet presenterades med grafer och tabeller. Studiens resultat visade att vissa värden på följande kundattribut var överrepresenterade vid churn: Kundtyper, Bolagsform, Antal Anställda, Licenser, Antal skickade specifikationer och inloggning. Tidigare forskning har undersökt olika kundattribut och funnit att de kan behöva anpassas för det studerade företaget. / Software as a service (SaaS) is a business model that aims the user to subscribe to a software. The software is delivered over the internet, which means that the user does not have to consider updates and operational maintenance of servers. Churn means that the user cancels his subscription with a company and thereby stops to be a customer. Acquiring new customers is an expensive process, which can cost up to five times more than selling to an existing customer. Previous research in churn has mainly been concentrated in the telecommunications industry. In the mentioned area, churn has long been a problem for companies. Research has concentrated on machine learning methods for studying churn. Previous research describes that there are limited studies in churn with SaaS as a business model. Studies about churn have mainly been case studies where different attributes have been studied based on general and behavioral customer attributes. This study has in collaboration with a SaaS company, examined several customer attributes on a salary management program. The purpose has been to investigate which customer attributes that are interesting to collect statistics when churn is studied. This should enable that the studied company can acquire insights and work more with data-driven decisions. To understand which customers that unsubscribe, data needs to be collected about the customers. A quantitative case study was performed by examining several customer attributes of the customers who have churned. The survey was carried out with the CRISP-DM model to accomplish the data analysis in a systematic approach. The survey studied customer attributes based on the variables general and behavioral customer attributes. The data analysis was performed using Python code and the results were presented with graphs and tables. The results of the study showed that certain values of the following customer attributes were overrepresented in churn: Customer types, Business type, Number of Employees, Licenses, Number of specifications sent and Login. Previous research has examined various customer attributes and found that they may need to be adapted for the studied company.