This Week: May 26 - June 1
The Hot Topic 
Should customer support and onboarding be separate revenue streams?
- Some say support is part of the product experience - charging for it feels like a tax.
- Others argue premium support and onboarding are services, and services should be monetized.
- Splitting them out clarifies value… but can also trigger pushback if not packaged carefully.
- The biggest challenge? Aligning perceived value with what actually drives retention and expansion.
So where do you draw the line between product, service, and revenue?
Full convo here
LinkedIn Crossover 
- From Rob: Pricing and Packaging for PMMs
- From John: Support Matrix Cheat Sheet
- From Ulrik: This week’s webinar - broadcast on LinkedIn
Events 
Upcoming Webinar: June 26, 2025 - 4:00 PM CET / 7:00 AM PDT / 10:00 AM EDT
Annual vs Monthly vs Multi-year
- • Effect on sales, risk, cashflow & renewal operations
- • Which time period is best for me?
- • Should you offer options for multiple periods?
- • Discounts on annual and Multi-year contracts
New report 
In the Age of AI, human expertise matters more than ever.
But for all the talk, we’ve never seen a clear framework for how SaaS companies should actually offer professional services.
So, we analyzed the PricingSaaS Index to see how leading companies are using professional services to deepen relationships and drive revenue - and what we found was surprising.
From the Good-Better-Best Newsletter 
Why Professional Services Matter More in the Age of AI
As AI continues to automate more product interactions, the role of human support is shifting from operational cost to competitive advantage. This dynamic is reshaping how SaaS companies think about professional services.
To bring structure to this evolving space, we partnered with Ulrik and the team at Willingness to Pay to develop a simple but flexible framework that helps SaaS leaders define, deliver, and monetize professional services more effectively.
First, we broke Professional Services into two categories:
- Onboarding: how you help new customers get value from your product as quickly and smoothly as possible.
- Support: how you provide ongoing assistance to customers when they encounter questions, issues, or roadblocks using your product.
Next we looked at each category on two axes:
1. Scope: What support delivers for the customer (e.g., product questions, bug-fixing, white glove support)
2. Access: How the customer can reach out to get help (e.g., channels, response time, cadence)
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