So if you're innovating on the product.. market the innovations to your users, and focus their attention on the benefits of your innovations. They should be big, obvious improvements--think 10x (not 10%). For pricing, copy it from your competitors.
If you're innovating on the pricing, then that's frequently a freemium model... but it could also be flat-rate pricing, etc. To build a foothold in an existing market, you'll need to aim for pricing that's 1/10th of your competitors. If you're going to deliver a big price cut like this, you should make it as obvious to your customers as you possibly can.
So the answer to your question very much depends on your strategy, but also the industry you are in and how your competitors price their products.
Perhaps the worst thing you could do is both... since innovations cost money and price cuts cost money... it's a great way to die. Doing less of both just creates a mediocre product without clear marketing; making it more complicated for your users to understand the benefits of your service.
- Your index page is missing. (I can't see your marketing angle.. so I'm not going to comment on the actual pricing... let me know when you fix it)
- you're following a freemium model, but it's not obvious enough. The first plan on the pricing page should say "FREE". Your index page (which I cant see), should say free signup & no credit card required.
- That's a lot of plans. Compare to Maxmind, they have 3 plans depending on what data you want (Country, City, Insights) + a free trial.
- In the faq, it says I need to email you to update my credit card or change my plan. I guarantee you some user will email you their credit card number. This should all be available from their account without emailing you.
What I do is ask the user to sign up for the new plan and refund them on a prorated basis for their usage of the first.
But good point I should make this more clear in the faqs.
I'm looking to either cut some of the plans or move to cost per usage, maxmind offer downloads of their data. If I remember correctly their webservice is charged per request but is way more expensive compared to my fixed plans. Whereas I charge by based on an API usage bucket.
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x-cache:Error from cloudfrontProrating the first month is ok.. but it should be something obvious for the user. Days left in the month is frequently used, and something you can calculate up front. Which means you won't need to issue a refund later. This (like changing plans and credit card numbers) should be built into the signup/account.
If your plans are cheaper than maxmind, that's not obvious at all. Simply because your plans do not follow the same model as maxmind, and to find out if they are cheaper, I would need to convert them manually to the same units. That could be made more obvious.
I don't think the free plan is obvious enough on the front page. The "Purchase a plan" subtitle under the "See the docs" button could be "Signup for a free account". (Edit: Consider adding a free account so users already have data in your system, and just need to upgrade to a paid account. This will also give you email addresses to market to.)
Am I right that the only way to signup for a plan from the front page is to click on "Pricing" in the header or the small subtitle "Purchase a plan" and then click "Get Started" on the plan? That needs work - "Get Started" should be "Signup".. especially since you use "Get Started" on the front page to go to the docs. IMO, getting to signup from the index should be easier.
Overall I like this service.. But I think your users are right.. the pricing and account management needs to be simplified. These are just my thoughts after a few minutes--you know more than me here, so feel free to ignore anything you think is offbase.
Edit: are there not actually accounts on this service? The pricing page just shows a stripe payment popup. If so, consider changing that.. this could be simple. Ask for email+password, give a dashboard with a few charts (like query counts), a profile, and subscription info. Now the user can login, change their subscription, upgrade to a paid account, and you have their email to market improvements and upsell to.
This is still a very early version of the service. Account management is currently limited to signing up via Stripe and getting an email with your API key and a how to get started guide :)
I can make the free tier more obvious, you really don't need an account or credit card to get started with the API that's why "Get Started" links to the docs. You can just copy and paste the commands/code examples and get started. I see now that's it's not at all clear and will fix this.
Otherwise I'd say the pricing units are really just the number of calls. A really interesting idea might be to have a comparison on the site between my service and Maxmind's web service!
Some really basic account management like you describe is very much in the works. There're currently no accounts on the site. But it's something I'd like to do possibly offering a higher free tier quota to users who sign up, so that I'm able to communicate with them and have stats on conversion etc
I think adding the accounts, improving the signup flow, and reducing the number of plans would go a long way. It seems like those are bigger issues than the pricing itself.
After getting a better handle on the service, one issue that occurred to me: how do you track the free tier usage? I assume its by request IP, but that should be stated in the docs. That could be another advantage of signing up for a free account -- to be able to see your usage; and knowing that you're below the max would provide some peace of mind and make them more comfortable building on the API.
I'll mock up something really simple that does just that in the next couple of weeks.
Thanks!
Also, I have the impression of getting screwed because there is no relationship between my usage and your cost (unless your API call is a call to a really complex task, 1000 calls will cost you mere pennies in equivalent CPU time, so the more I use your service the bigger your relative margin!).
The only place I am happy to pay per use is for cloud services, where I rent CPU and I get billed per time used.
1: https://en.wikipedia.org/wiki/Revealed_preference, http://www.beyondcostplus.com/blog/stated-vs-revealed-prefer...
> 8. Customers are bad at telling you how much they would pay: Before we added the paywall, we asked a sample of users if they’d be willing to pay a fee to remove a watermark. The majority said they wouldn’t be. But when we actually added the paywall, several people who said they wouldn’t pay did. After we launched, some people have told us our product is cheap and plenty have said it’s too expensive. Takeaway: The easiest way to tell if people will pay is to make them an offer and see if they cash in.
For a company, having your largest customers have negligible marginal cost for increased usage seems unwise.
As most others will probably say: it depends. If your service is a commodity that I can switch out for another service easily, perhaps a fixed monthly fee is the only way to go. But if it’s a very unique service, metered may be the way to go.
This is similar to how most online content is sold: most require you to subscribe. I follow some NYTimes newsletters, and I'd pay for the individual articles I read, but I don't want to subscribe, even if that may end up being cheaper sometimes.
$x/month is much, much more ergonomic for cost planning, requisitions, etc.
Otherwise for constant usage I'd prefer to be able to know my spending ahead of time.
Only having to pay when we use it helps keep the overhead down dramatically. I've never considered looking at other options because it's been great.
For developers, too, I think the pay-per-usage or fixed-monthly model works well when it's something that they can tangibly understand. Looking at my example above, I'm fine with the fixed monthly DO cost because I know that there's some fraction of some real computer "out in the cloud" that is reserved for me and that is running my code continually. I also know that Twilio has a finite number of phone numbers available, and $1/mo to reserve one of those makes sense to me. But I also know that the way most telecom agreements work is that they bill based on usage, so me getting charged based on usage works fine for me. If they wanted to charge me $20/mo for a number even if I had not sent any messages at all, that'd be harder to swallow.
Edit: also, it probably depends on whether you're selling to small businesses or enterprises. My experiences with enterprises is that they seem to prefer having fixed costs even if it ends up costing more. Seems like it has to do with how budgets and funds get allocated. "Our SMS sending costs went up by a factor of 100 because it's Christmas" doesn't seem like something that flies very well, even if the pay-per-usage model averages out lower over time.
What do u use Twilio for? Is it pure telephony based product?
Generally I prefer flexible pricing, since we might need to scale up - i.e. if we double some limit, I want to be able to pay $60 rather than be blocked.
Some other considerations:
1. Have a free tier to let developers play with your API. i.e. first 1000 calls per month are free.
2. If you do variable pricing, let people set a limit and alert them before they hit that limit.
If you’re thinking about how to price a product of your own:
1) nothing wrong with starting very simple because you’re not making your product better by writing billing code
2) common answer to your question is “do both” — google two part tariff
I hate it when companies insist that I pay monthly for something I use infrequently.
For something I need all the time I might be OK with a monthly fee if the price is right.
1) I can offer discounts on annual prepayments which helps cash flow and gives the user a bargain
2) The payment is upfront and there's no need to send dunning emails at the end of the month when several user's card payments fail.
The trick is to align your pricing with the API consumer's value received. You want a piece of their take for the value you're delivering.