[ukd1]

Good question; the enterprise focused product relied on a much more hands-on onboarding, and day-to-day support - sometimes even to the level of professional services - to use the product. Moving to self-serve exposed all of the hard-edges of Rainforest, especially around on-boarding - and later around general use of it. This forced us to up-our-game product design wise significantly, which wasn't a strong focus before. The lesson being, it's not an easy shift - and takes time even if you have a product that works for enterprise.

[anonymouse008]

I wonder if this fits the bill of “do things that don’t scale” — your experience is similar to a theme revealed in my work.