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I Don't Mind Paying, But I Do Mind Being Played [The Customer Code Series]

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23.01.2019

This post is part 9 of 11 in a series on HubSpot’s Customer Code.

Here’s a secret — I wanted to launch the first version of The Customer Code at INBOUND 2017. I was excited about the idea, and wanted to start talking about it.

But our leadership team pushed back on me. They said there was no way we could ask other companies to step up and embrace their customer-first ideals when we still had so far to go ourselves. Of particular concern was the communication around our pricing and how customers got billed.

We had to be the change.

The way our pricing works varies quite a bit throughout our product lines, for customers at the Starter level, it tends to be extremely simple, but as our customers’ businesses gets more sophisticated, pricing tends to get more sophisticated as well. And feedback made it clear that, when it came to pricing, our most unhappy customer segment were customers at the Marketing Hub Professional and Enterprise levels — so that’s where we dug in.

Like many SaaS companies, we lock-in pricing for customers during their billing period so what they’re paying won’t increase even if their number of contacts does increase. It’s a way to show value before we extract value. But of course:

(If you want to get into the weeds, you can read our Terms of Service here, but that’s the high-level gist.)

So year two renewal would roll around, and a lot can change in a year — a customer’s business may........

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