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Microsoft didn't have to acquire anything to compete with most SaaS businesses: They have Excel. Small businesses have tighter budgets, but often the owner is the person doing certain tasks that in a big corporation would be given to interns. Because they do the work themselves, they're more open to try new software to improve their workflow. They're willing to pay $50 every month to be able to do something in a more efficient or enjoyable way, even though they could pay $500 (a fictional figure) once and buy Office or some established software to manage some aspect of their business, but feel miserable doing it. However, many small business owners, after researching the competition, decide to do as the big guys are doing, and go with bloated, clunky software in hopes of eventually becoming big too. That's why, it seems to me, it's relatively easy to run a simple SaaS with 200-500k yearly revenue, but hard to scale it to millions. * * * The target audience for this post is probably Freshdesk customers, not me. If I were a Freshdesk customer, I'd me more confident if the reasons listed were a better customer support, better user experience, being likely to stay in business for longer... instead, they went with "the competition is crappy and slow to act". |
Fair points, but our existing customers already know about our user experience and customer support. And if I am going to talk about that, it is not going to be very credible anyway as I am biased :) But a quick review of our Google apps marketplace review will tell you that's exactly what our customers love about us.