Searching for books/papers on lean and systems thinking in SaaS organizations

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Any book recommendations on lean and systems thinking in SaaS organizations?

• integrating dev/ops into customer support and other way round
• metrics for "customer happiness"
• team boundaries: rights and responsibilities: what to do if conflicting goals? How does the system find out that it might have conflicting goals.
• sustainable business focussing on flow rather than ob short time profit. What are the cultural and technical foundations of a sustainable SaaS business.

I already read "Web Operations", "Kanban", "Agile Management for Software Engineering: Applying the Theory of Constraints for Business Results" but there is too little focus on SaaS IMHO.

Regarding the first issue, the only way to integrate dev/ops into customer support is to integrate them into customer support :) We rotate the entire team through customer support on a regular basis.

Regarding rights and responsibilities, I don't know if there's a book on that. The one way (I can think of) to figure out whether there are conflicting goals is to continuously talk and reevaluate goals.

Regarding team boundaries and sustainable business I recently found these books very helpful:

Business:

• The Year Without Pants (also touches on team boundaries)
• Small Giants
• The Knack

Team boundaries/culture:

• Managing the Unexpected
• Friendly Fire
• The Challenger Launch Decision

The first one is on Automattic, the others aren't about online businesses at all, but relevant nonetheless.

Another good candidate: http://leadingsnowflakes.com/

And another one: http://www.amazon.de/gp/product/B000PDYVXE