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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 our saas pricing book, Price to Scale, there are a couple of structured approaches you can take when handling customers who request features across multiple tiers:
• Use a "Good-Better-Best" (or graded) model: This strategy involves defining clear tiers where each has an upward gradation of capabilities. The idea is that each tier is carefully aligned with distinct customer segments and use cases. When a customer wants features from different tiers, you first analyze whether their needs truly span multiple segments or if they might be best served by one of the existing packages. In many cases, you may guide the customer toward the package that fits the majority of their requirements.
• Consider a Modular or Upsell Approach: When the customer’s requirements genuinely cut across multiple tiers, our book suggests adopting a modular approach. This means you treat add-on features as optional upsells rather than mixing them into the base package. A dedicated upsell feature menu can help address custom requests without undermining the clear segmentation of your tiered packages. This strategy prevents cannibalization while still offering the flexibility to meet customer needs.
In practice, you’ll want to:
- Review the core use cases and market segments associated with each tier.
- Determine if the custom combination aligns closely with one segment or if only specific enhancements are needed.
- Consider offering add-on options (or a tailored, custom package) that incorporate additional features on top of one of your predefined tiers, ensuring you maintain clear package boundaries.
In summary, our pricing strategy book, Price to Scale, emphasizes that while clear segmentation is critical, you can address cross-tier feature demands through modular pricing or upsell strategies—always ensuring that the approach remains consistent with the value propositions and targeted segments of each tier.