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You could run an experiment and track the data. Three cohorts: paid, free, trialing. Data points per cohort: customer support tickets per 100 accounts, conversi
by zrail 7y ago
You could run an experiment and track the data. Three cohorts: paid, free, trialing. Data points per cohort: customer support tickets per 100 accounts, conversion rate, ARPU, LTV, churn %.
I think you'll be surprised at the results. At the very least your hacker brain will be more informed, especially if you put a dollar figure on your customer support time. Doesn't have to be anything fancy, it could even be minimum wage.
- ambicapter 7y agoA lot of small business don't nearly have the customer base to make statistically significant claims about their business.