SaaS Builders: Beware The Free Trial

The Pro account should be $9 or $10. You should move to dedicated server hosting, or to perhaps Linode, and drastically reduce your cost basis and dramatically improve your value proposition. 250mb of storage is nothing for $19 / month. The numbers just seem out of whack. Shouldn't customers easily be able to store a huge number of podcasts, given how cheap storage is? Store and forget. You want their content on your servers, all of it. For $99 / month I better get a terabyte of storage these days.

Slash your costs to the ground. Boost your value proposition to the sky. Dramatically increase how many podcasts customers can store on your service. You want them to stream your brains out, and you want it all to happen with bandwidth rates around $0.01 or $0.02 / gb.

With scale, and lots of usage, expand what services you offer to customers. Storage & streaming are commodities, so treat them accordingly, and instead focus on building a customer base with modest margins on the core, with an eye on what you can do with all those customers over time.

By going with the easy AWS solution, you're pinning yourself into a very tight corner on costs.

Again, all just an opinion.

What is he offering? Podcast hosting service? That's commodity. Of course it doesn't make sense to offer free trial if you are selling commodity-based service. How many hosting companies are there offering free trial? Hint: Not many.

However, if you are offering a service with lots of added value which has strong lock-in effect (it's difficult for customers to switch), then do free trials by all means. If you don't, you will eventually do anyway. Let me explain...

When your startup acquires first customers, you really want to be selective about who your first customers should be. Ideally you want to find "zero-maintenance" customers who just use your service, pay monthly and never really bother you so you can concentrate on growing your startup.

It's true your conversion rate will decrease when you do free trial because as a new product, your free trial will suck so much that hardly anybody will make it through (think 5% if you are lucky) but those that make it true will be the most forgiving and the easiest customers you will ever have.

If you charge up-front, many people who would normally drop off during free trial will try to make your product work by making various compromises. They have all the incentives to do so because that will avoid them hassle of trying to cancel their subscription and get refund.

But I'm afraid this will also kill your little startup. Now you will get needy customers who are not completely in love with your product, made certain compromises and basically hate you for tricking them into using your service and they will make you work hard for a few dollars they are paying you. Not to mention, your churn rate won't be anything to write home about.

You need to work hard to acquire new customers, and hardly work on supporting existing ones. Your startup can't afford your existing customers to be pain in the neck when you are the most vulnerable.

By the time you have a lot of customers, your free trial on-boarding process will improve so much that you won't even think of charging up-front anymore.

Also, while I 100% agree on lowering costs, I think the idea of lowering pricing is foolish. I don't think cutting price in half is going to more than double sales. In fact, with as small as his sales likely are, it's very likely that he could stand to double the lower end plans. Something more like $25/$50/$100 might be more appropriate.

Podcast hosting is a very small niche. It's not wordpress hosting where there are millions of potential sites. You're talking about potentially thousands of customers total in the marketplace. Now, even at 10% of 1,000 potential customers you're talking about 100 potential customers. At $9 a month that's $900 a month, which is not a lot frankly. At $25 a month you're at $2,500 a month which still isn't great but it's somewhat interesting and something you can at least reinvest in customer acquisition.

At even the top end plan $100/month is going to need 100 customers to get to $10,000 which is probably salary replacement level after taxes for one developer, depending on where they live. Realistically, if the average customer pays $20, that means you need 500 customers to get to the same outcome.

If the company gets 10 sales a month and has 0 churn it is going to take approximately 4+ years to get to 500 customers. Figuring on a reasonable churn rate, it's more like 5 or more years at $20/month to get to $10,000 a month.

Now, if you are starting a podcast hosting company on the side, do you want it to take you 5 years to get to income replacement? I wouldn't.

As a comparison, it took the fairly successful time tracking app freckle 5 years to get to approximately $38,000 MRR with much better pricing. I estimate they have around 500 customers based on their $79/mo. plan. http://unicornfree.com/2013/5-years-of-saas-growth-every-mon...

So, unless this guy becomes a lot better at running his app than other SAAS operators have historically been, it could take 5 years to get to 500 customers paying $20/month. And the outcome would be about 1/4 of the revenue of freckle.

The math behind lowering your price rarely works out in terms of getting you enough extra customers to cover the revenue/profit difference.

The trick isn't removing free trials, or changing unlimited to limited. Instead, the trick is to find the sweet spot between costing as little as possible while offering enough functionality that someone can actually figure out if it might be worthwhile for their use without giving them too much that they never pay. It strikes me that the OP was too far to one end of the spectrum--knowing their demographic as they were hoping to, they offered a trial that was bigger than the average podcaster would ever use. Where is the incentive to convert if you can get what you need for free?

While I would never presume to know the OPs business like they do, from a strictly personal standpoint, I find great utility in the unlimited-time aspect if budgeted appropriately.