Princen: Hybrid SaaS sales models fail often because company DNA favors one style
Guillaume Princen · SaaS Metrics Masterclass: Pricing Strategies and Billing Models with Stripe · Oct 11, 2018 · at 9:45
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Guillaume Princen, Stripe's Head of France and Southern Europe, discusses the structural difficulties SaaS companies face when attempting to blend low-touch and high-touch sales models.
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“There's obviously a hybrid models. Companies try to do both and some of them succeed, but it's actually hard because the DNA of the company is usually either on the left side or, well, either low touch, either high touch.”
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More from Guillaume Princen
Princen: Requiring credit cards for free trials improves lead quality
“Requiring credit card details before a free trial usually helps. Cause you get much more qualified kind of people. You can focus more on, on those.”
Princen: 10% monthly churn in low-touch SaaS means zero product-market fit
“Two percent is a very good monthly churn for a low touch type business. Five percent is okay. 10% is a problem. 10% basically means you don't have any product market fill market fit and your business is, you know, is not sustainable.”
Princen: High-touch SaaS churn exceeding 15% annually is highly dangerous
“Seven percent annual churn is good. It's actually very good. 10% is kind of reasonable, but you want to be careful if you start going beyond the 10, 15% range.”
Princen: SaaS businesses must let quitting customers leave to avoid chargebacks
“Let real quitters quit. Otherwise you're going to enter all sorts of problems. You're going to have chargebacks. You're going to have extra costs because people are going to start to say, no, I didn't want to pay for this service bank. Please, you know reimbur…”