5 ways to be customer-friendly

Plus: Updates from Pylon, Gusto, Freshbooks, Ahrefs, and Zuplo.

Welcome back to Good Better Best.

Each week, we break down real pricing and packaging moves from SaaS leaders and extract the ideas worth stealing.

In a recent Office Hours session, Metronome CEO Scott Woody called this one of the most customer-friendly times in SaaS history. We’ve been keeping an eye out for this trend, and wanted to share 5 examples you can borrow for your own roadmap.

TLDR:

• Meet customers where they already are.

• Take the pricing objection off the table.

• Help customers offer flexibility to their customers.

• Dramatically increase usage limits.

• Make Enterprise pricing more transparent.

Keep reading to go deeper on each idea, with concrete examples and commentary.

PS. We’re at almost 1,000 members in the PricingSaaS Skool Community. If you haven’t joined yet, it’s totally free, and you’ll get access to regular events with pricing experts and operators. Join the fun here 👉🏼

---

🔌 PricingSaaS Partners power the next era of SaaS pricing

Need a sounding board? We’ve helped hundreds of teams figure out their pricing strategy and stack. Book a free Pricing Review →

---

5 ways to be customer-friendly

---

1. Meet Customers where they are (Pylon).

By adding connectors for WhatsApp and Telegram, Pylon is evolving from “Slack-native support” into a customer communication platform optimized for modern, global, community-driven companies. By offering it in their Professional plan, they’re making it a core part of their offering, not gating it behind Enterprise.

---

---

2. Take the pricing objection off the table (Gusto).

Last week, Gusto introduced a banner at the top of their website offering qualified switchers a price match. This is definitely a tactic that happens behind the scenes in sales all the time, but making it a formal offer is rare. When we have seen it, it’s usually for lower ACV SaaS products (e.g., beehiiv).

---

3. Help customers offer flexibility to their customers (Freshbooks)

Freshbooks added new options for payment across all plans, including Apple Pay, Google Pay, Pre-Authorized Debit, and Buy-Now Pay-Later.

---

---

4. Dramatically increase usage limits (Ahrefs)

Ahrefs increased social media feature limits to a comical degree. It’s hard to image a customer having more than 1,000 social channels or tripping 10,000 posts per month. Social Media Management isn’t the core use case for Ahrefs, and doesn’t make much sense as a threshold to drive monetization. This adjustment ensures customers can comfortably test their social media management features without running into limits.

---

5. Make Enterprise pricing more transparent (Zuplo)

This is a move we’ve advocated for before. Revealing Enterprise pricing isn’t binary. Using a “Starts at” price gives prospects a ballpark, while preserving customization for your Sales team based on what the customer needs.

---

Elsewhere…

• Zapier rebranded Interfaces as Forms.

• Wrike adjusted messaging across all plans.

• Grafana launched an AI copilot.

• Skyvia added data integration thresholds across all tiers.

• Checkr removed its self-serve option.

Check out more moves from StreamYard, HubSpot, and GitGuardian on PricingSaaS →

---

Thanks for reading! When you’re ready, here’s how we can help:

• Community: Answers from real pricing experts. Apply for membership →

• Data: Access to news, research, and analysis. Sign up for free →

• Advisory: Free pricing advice. Book a 30-minute call →