True. But I think the problems are more nuanced. It is just harder to scale across EU than US. You'll need localization, marketing, customer support separately set up for different languages/countries.
It's a combination of requirements specific to markets (EU mandates like GDPR are easier train a support team on and build an escalation process), cultural expectations around handholding, not wanting to hear no for an answer unless it is delivered by an exec (and EU support teams inconsistently delivering the same message that a US would because they fear the response), and general language barriers.
In some ways, it is better to deliver arguably lower-quality support via the US with special treatment for a few key customers just to avoid having to setup support in Europe. Once you invest, you have to go all-in.
> It's a combination of requirements specific to markets (EU mandates like GDPR are easier train a support team on and build an escalation process), cultural expectations around handholding, not wanting to hear no for an answer unless it is delivered by an exec.
in my opinion, very little european teams (mostly italian, czech and german teams) care about hearing the answer from an executive. Also, what do you mean about handholding?