Raising prices always sucks. It’s one of the hardest things to do, and for whatever reason online consumers are unusually vocal about higher prices. We got an e-mail from ZenDesk that was really well written and they’ve clearly thought through the process.
At Zendesk, we’re committed to delivering a great product that continues to evolve each week (literally!). We have a weekly release schedule and today, based on your feedback we are pleased to officially announce new features for community support and knowledge base sharing.
We’re also committed to transparency which means giving you all the facts. So, along with the new features, we’re changing our pricing for all new customers. New packages and pricing are listed on our website as well as new terms of service.
As a valued customer, we’d like to grandfather your current pricing for an additional full billing cycle after July 1, 2010. It’s your choice how long that billing cycle should be, but you need to make that choice before July 1st. Your second full billing cycle after July 1st will be at our new prices.
You can lock in your current price for at least another year by changing your account to an annual billing cycle by July 1, 2010. To ease the transition even more, we’ve recently increased our annual billing discount from 10% to 15%.
We’ve put together information to help answer any additional grandfathering questions.
We appreciate your business very much and if you have questions or comments, we’d like to hear from you. Please feel free to reply to me via email, via Twitter @mikkelsvane, or email our support team at email@example.com.
Mikkel Svane, CEO
410 Townsend St.
San Francisco, CA 94107
“I have a great a idea,” Laura says to you. She speeds through her thoughts clearly excited. “What do you think?”
“Cool,” you respond. “You know, you should try…”
And in those six words, you might’ve killed the idea. And you might even be suggesting the greatest addendum ever to Laura’s idea. The problem is that when we add on to someone else’s idea, we often take away ownership. The great idea no longer is her idea, it is more of our idea.
Now you don’t always kill commitment when you do this, but I’m sure it happens far more often than we are even aware of. I know I do this all the time. I mean, I’m being helpful aren’t it? In actuality, I probably would be more helpful with just a smile and nod. Maybe a thumbs up. It is hard, but sometimes we need to stop from being too helpful.
This post was inspired by Marshall Goldsmith’s talk at Google around the 9 minute mark.
By adding to someone else’s idea, we might add 5% or 10% of value to that idea but we may very well kill that person’s commitment to it. We transform the idea from his/her’s or well our’s.
Social Media campaigns don’t always turn out the way you expect them. Sometimes you get a lot more of X and virtually none of Y. Usually you can spot it early on, and if you really have an all-start cast, they’ll figure out how to drive your ROI, even if it isn’t exactly the way you planned it.
It can be tempting to measure a team’s aptitude by their ability to hit preset targets. But I’d argue, real challenge is recognizing when you’re wrong and improvising. So, how do you switch from plan A to plan “i dunno yet?” and how do you know when to switch?
First you need to be measuring and collecting a lot of data. It’ll help give you early indicators and let you investigate inconsistencies. Second, it’ll show you what might be working unexpectedly.
It’s also helpful to set up an umbrella metric. Some sort of broader defined goal that can be attained through several dimensions.
For example, you can run a campaign for brand engagement. Instead of just counting views, you can count page views you can count tweets, video plays, comments etc. By defining the value of these before hand, it’ll be easier to be agile later on. If you were planning on driving tweets, but instead find a comment crazy audience, don’t be afraid of encouraging it.
Be flexible, and give your social media time the leeway to improvise.
Sometimes the smallest thing can change a bad day to a good day. When it happens, take note because those little things are priceless.
Was just browsing and really loved Fred Wilson’s latest blog post. Remember, if a VC or any investor is more concerned about their share of the pie rather than growing the pie, then forget about them. You want someone who cares about your company (and to some degree cars about you). Otherwise you’ll be in for a terrible, unfortunate ride.