Giglio: SaaS companies overlook the cost of letting customers struggle unassisted
Rob Giglio · AI and the Bottom Line, How Canva Turns Freemium into Conversions with Canva's CCO · Jul 10, 2025 · at 22:32
Rob Giglio, Chief Customer Officer at Canva, discusses the unit economics of investing in scaled customer support infrastructure.
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“A lot of us don't pause and actually like unpack the economics of our business models such that we do think about like, what is the real cost of letting a customer Wallow. Versus what is the real cost of providing some level of support?”
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