Structuring what is sold.
WHAT PACKAGING DECIDES
Which capabilities belong to which tier.
WHAT SHOULD SEPARATE TIERS
Scale: more of something
Capability: features larger organisations need
Support and assurance
WHAT SHOULD NEVER BE WITHHELD
Security features.
WHY
Charging extra for basic security is widely regarded as indefensible, and it increases breach risk among your own customers.
WHAT TO PUT IN EVERY TIER
Authentication controls Audit logging Data export
WHY DATA EXPORT SPECIFICALLY
Withholding it traps customers, which is both unethical and a reputational risk.
WHAT THE LOWEST TIER SHOULD BE
Genuinely useful, not crippled.
WHY
A frustrating cheap tier produces bad reviews from people who never paid much.
WHAT FREE TRIALS PROVIDE
Evidence before commitment.
WHAT LENGTH SUITS
Long enough to reach value, and no longer.
WHAT TO MEASURE
How long it actually takes customers to reach value.
WHAT A FREE TIER PROVIDES
Adoption, and a route to paid use.
WHAT IT COSTS
Support and infrastructure for people who may never pay.
WHEN IT WORKS
When free users bring paying ones, or when cost per free user is negligible.
WHEN IT DOES NOT
When free users consume real resources and convert rarely.
