Taking the free-way - this week on Inside Intercom

Hey there,

“There’s no such thing as a free lunch” is an oft-used phrase which traditionally meant that someone, somewhere, was paying for it. But what if your free lunch was just so good that you came back the next day to buy another, and then you bring your whole team the following week?

In this week’s Scale by Intercom, Atlassian’s Kristen Habacht tells us that this is exactly how the freemium model works for them: Their enterprise customers have already bought into their product before they pay for it.

It’s an intriguing proposition, and one that Kristen says can stand to improve relationships across your organization and with your customers. Sounds too good to be true? Well, there’s no such thing as a free lunch...

Enjoy reading,

Dee Reddy

What we've been writing

Building Resolution Bot: How to apply machine learning in product development

Fergal reid

Building Resolution Bot: How to apply machine learning in product development

Building Machine Learning into viable products is a very different process than usual product development – it’s easy for the process to get derailed. Here are the key lessons we learned when we built Resolution Bot.

Bobby Pinero

Why conversational customer support is a key strategic investment

Good customer support costs time and money. Learn how support can become a strategic investment that increases customer retention and reduces churn.

What we've been writing

Bought-in and paid for: how Atlassian bridges the gap from freemium to enterprise sales

Dee Reddy and Zara Burke

Bought-in and paid for: how Atlassian bridges the gap from freemium to enterprise sales

Atlassian's Kristen Habacht joins us to discuss how freemium can drive enterprise sales, how it changes the interaction with the customer, and why it fundamentally affects the relationship between sales, marketing, and product teams.

What we've been reading

Customer support as a product management weapon →

Invideo discuss how they talk one to one with 1500 users each month to make product decisions and leverage customer support to create useful feedback loops for their product team.

Is everybody doing … Ok? Let’s ask social media →

The New York Times looks at the researchers using social media to gauge public mental health and are seeing some stark results.

Want more diverse senior leadership? Sponsor junior talent →

This Harvard Business Review article makes a case for sponsorship as being the key to unlocking the door for “the room where it happens” - allowing for a more diverse leadership team in the future.