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Frameworks, core principles and top case studies for SaaS pricing, learnt and refined over 28+ years of SaaS-monetization experience.
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Based on the guidance from our pricing strategy book, Price to Scale, the key to handling customers who discover they’re part of a pricing experiment is to be transparent, empathetic, and proactive.
Here are some actionable steps derived from our approach:
• Begin by listening carefully to their concerns. As discussed in Chapter 10 of Price to Scale, understanding the customer's perspective is critical for resolving misalignments. Acknowledge their frustration and validate their feelings.
• Explain the rationale behind the experiment. Emphasize that pricing experiments are conducted to find the optimal balance between value and fair pricing for all customers. By sharing that the experiment was intended to improve the overall product and service experience, you help customers understand that your goal is to benefit them in the long run.
• Offer clear alternatives. If a customer voices concerns about their pricing, consider proactively offering a tailored solution or upgrade. Our book highlights the importance of creatively segmenting the customer base and providing alternatives—such as alternative plans or discounts—that directly address their specific situation.
• Maintain internal alignment. Just as our case studies in Price to Scale show that successful pricing strategies require alignment across different teams, internally ensuring that everyone is on the same page about how pricing experiments are communicated can help mitigate external misunderstandings.
In summary, handling discovered pricing experiments involves listening, clear and honest communication about why the experiment was necessary, and providing remedial options that reinforce the value your product delivers. This transparent and customer-focused approach not only addresses immediate concerns but helps build long-term trust.