I heard someone say recently, “we are our biggest competitor. We have more people downgrade from our paid version to our free version than people who leave us.”
That’s a good problem to have … I think. But somewhere in there is a cry to readjust the business model. Freemium software can’t be more of a draw than the premium version.
The moral of the software application story is that our customers will give us the answers. We need to be willing to listen.