Kyle Poyar

Let's stop saying "overage" 🙅♂️ Overage = penalizing the customer for being more successful than they originally planned. And it gives me 2000s era AT&T rollover minutes vibes. Your customer grew their business and wanted to consume more of your product. That's fantastic, let's celebrate it! Let's not lock their account until they upgrade or charge punitive overage fees because they didn't make a large enough pre-commitment 9 months ago. Ctrl-F "overage" and replace with either "on demand" or "flex" usage. If the customer's extra consumption was one-time or seasonal, true-up the flex usage at the end of the quarter. If it's their new normal, re-up their contract at a higher commitment and volume discount. Bonus points if you forgive the flex usage as a carrot for making a bigger commitment. --- 🎁 Subscribe to my free newsletter, Growth Unhinged, for tactical growth & pricing advice delivered every week (this week's edition covers SaaS packaging): https://lnkd.in/exTbjKaM #customersuccess #pricing #ubp #saas