The final summary.
RETENTION IS THE BUSINESS
Customers become profitable only by staying, and every other activity is downstream of that. Ask departing customers what would have kept them — it is the most accurate product feedback you will get.
VALIDATE WITH PAYMENT, NOT ENTHUSIASM
Build the smallest thing that delivers the outcome, do the rest manually, and let customers show you what must be automated.
ISOLATION FAILURE IS THE ONE MISTAKE THAT ENDS A SAAS BUSINESS
Enforce tenant scoping at the data layer, test every endpoint as the wrong tenant automatically, and never rely on anyone remembering to filter.
CHARGE MORE THAN FEELS COMFORTABLE, AND MAKE BILLS PREDICTABLE
Most new products underprice, then cannot afford to support the customers they win.
CHASE FAILED PAYMENTS BEFORE ANYTHING ELSE
Much of what looks like churn is expired cards, and recovering it is the cheapest revenue available.
SUPPORT VOLUME MEASURES PRODUCT QUALITY
Fix the cause rather than replying faster, and answer support yourself while you still can.
ANNUAL BILLING SOLVES CASH FLOW; GROWTH CONSUMES IT
SETTLE HOW YOU WILL BE PAID BEFORE YOU WRITE ANY CODE
Particularly from here, where receiving international subscription revenue is the constraint that decides what is possible.
MAKE LEAVING EASY — EXPORT, CANCELLATION AND HONESTY ABOUT FIT
It removes the largest objection at every sale, and the customers who leave well are the ones who return and recommend.
