This is an incredibly important lesson, and one which is counterintuitive for a lot of people in SaaS, because you *almost never* hear from your best users.https://twitter.com/jasonlk/status/955645348361396224 …
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You're seeing a very slight difference in failure rates (cheap disks vs production-worthy disks, better care) and a large difference in "Raise your hand if you have no plan in the event of a hard drive failure because you don't operate your business like that is a thing."
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(Some people who have not worked CS for a SaaS company are wondering "Why would it even matter if the hard drive failed?" There are many variants of this: "My hard drive failed and I need a year of invoices for tax purposes." "My hard drive failed and I lost report." etc
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And you think "Huh if people need to download a year of invoices why don't we just make that possible" and then you do. The top end of the LTV distribution immediately finds the feature and starts using it *and the bottom end does not.*
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3) The more sophisticated a company is (price a good proxy for that) the more likely they have identified the right tool for the job, and are not attempting to pound in a screw with a hammer. You wouldn't make a seating chart in bingo card software. Trust me: many people would.
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(What's the one thing bingo card software does? Randomly distribute N elements over each printing of 5x5 grid. What's the one thing that a seating chart cannot do? Randomly distribute elements over each printing of the grid. I literally built a Seating Chart Mode. Not a joke.)
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End of conversation
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