Wrong value metric
- Symptom
- Heavy users pay the same as light users. Seats on a product whose value comes from usage, or calls on a product whose value comes from outcomes.
- We test
- The ACE test on your value metric: can the customer audit it, does price rise with your cost to serve, is it easy to meter and forecast.
- Cost
- An artificially low revenue ceiling. If price does not scale with customer success, you cap your own upside.
Twilio prices per API call because that is when value lands. Per-seat pricing on a cross-functional tool fights how it is actually used.