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I think that I've used them previously, really like analytics, and understand why that product wants to be sold to someone with an IT budget. One of the unspoken corollaries to telling software entrepreneurs to Charge More is that this will price some users out, and that's OK.
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I understand why you'd want to do that if you're a luxury brand, but not as a software. I guess the nature of their product make switching cost very low and they'd rather have clients with big pockets switch over than servicing potential customers from beginning.
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I think there are some software categories/companies which, broadly, think they'll never make an appreciable amount of money from self-serve customers and don't feel like the hit to their sales funnel is worth services for them. I prefer low-touch SaaS myself, but understand it.
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I do not think switching costs for an analytics product are low for companies which analytics products would consider extremely valuable customers to have.
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