[danpalmer]

The problem we always had was that per user pricing. This is fine if you’re a SaaS business with very high value per user, but if you’re B2C it’s very hard to make it work for most businesses because lifetime values are often several orders of magnitude lower.

Either their margin is so low that they need to charge like this, or they have just rules out whole markets on the basis of pricing.

[shostack]

I've encountered this when evaluating email platforms in a b2c situation. In some cases pricing was just a non starter because it was user based not volume based.

Unless you're a deal they really want, it may just not be a good fit.

[dalyons]

this is exactly why two companies i have been at have left intercom. Their pricing does not make sense for B2C. And in the end it isnt that hard to build the key parts of what they offer, given the financial incentive