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> There are a lot of SaaS markets where the customer needs high touch but can only pay low touch prices. That's not a fun place to live, though it can be a goo
by ams6110 9y ago
> There are a lot of SaaS markets where the customer needs high touch but can only pay low touch prices. That's not a fun place to live, though it can be a good place to start and then move upmarket.
This just seems like a really bad place to start. Do you have an example where it worked?
- sirspacey 9y agoOne example is OpenDns: https://www.saastr.com/david-ulevitch-opendns-learning-to-love-enterprise-sales/ https://www.saastr.com/david-ulevitch-opendns-learning-to-lo...
- mooreds 9y agoHmmm. Maybe mind body? QuickBooks? Any saas product that is a crucial part of a business will necessarily be high touch. The reason why it might be a good place to start is because you can find enthusiastic customers that are ill served.
- mooreds 9y agoActually, my examples are probably bad, I was thinking about them in the early days, but those are low touch businesses now.
- goatherders 9y agoThere is a LOT of experiential knowledge out there around QuickBooks so even if the SaaS version needs extra hand holding it is rarely the case of the user being completely lost. ONE example that I think applies and is Interesting: domain name registration. The entire business model at GoDaddy around domains is the hope that they would be registered and left unused. At such a low price point ($1/month billed annually) the cost of cancelling was often not worth it. But if even a fraction of those domain registers decided to need a website or email...Jenny bar the door. The support required to walk clients through DNS updates and MX records would flip the business on its head. GD has invested a ton to making these processes more seamless but it wasn't long ago that if you didn't know how to use FTP or cPanel (as example) you had to get help from an actual person.