Frameworks, core principles and top case studies for SaaS pricing, learnt and refined over 28+ years of SaaS-monetization experience.
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Sierra builds for one premium group and offers little to anyone else. Its top group is large enterprises that want to automate customer service end to end (across chat, email, voice, SMS, and WhatsApp) wired into their CRM, order, and billing systems. They need agents that triage, resolve, escalate, run quality checks, and even upsell. That scope requires a custom build.
The second group is mid-market companies, and their need is simpler: let AI handle routine questions and basic order issues so a small team can focus on hard cases. They want something close to plug-and-play on one or two channels, not a six-month rollout.
The third group is small and digital-first businesses, and their need is simpler still: an AI bot on the website or in email that answers the 20 most common questions a three-person team handles all day. They need self-serve setup and want it live in a day, not a quarter.
Sierra’s packaging is outcome-based, custom-built, and enterprise-only. That fits the top group well. But the other two groups need something so different that it is basically a different product. A mid-market company that just wants routine support on one channel cannot engage with a plan built to run full multi-channel operations across an entire enterprise.
The risk mirrors Harvey’s. As rivals crowd in (Intercom Fin, Zendesk AI, Decagon), those underserved groups become the foothold. A company Sierra will not package for will buy from whoever does, and that rival can then move upmarket. It is a coherent plan if the goal is to own the top and let the rest go, but the attack from below may come sooner than expected.
Join companies like Zoom, DocuSign, and Twilio using our systematic pricing approach to increase revenue by 12-40% year-over-year.