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Director, OpenShift Strategy at Red Hat. Founder of Rishidot Research, a research community focused on services world. His focus is on Platform Services, Infrastructure and the role of Open Source in the services era. Krish has been writing @ CloudAve from its inception and had also been part of GigaOm Pro Analyst Group. The opinions expressed here are his own and are neither representative of his employer, Red Hat, nor CloudAve, nor its sponsors.

2 responses to “Are Free Customers Disposable?”

  1. Time Tracking

    Krishnan, i have hundreds of feedback examples
    from Paymo free users that start with “i can’t
    believe someone responded …”.
    You would be blown away by the amazement (we
    were) of these people who are so used to crappy
    support that the simply can’t believe a human is
    answering to their requests.
    Latest example, 20min ago:

    “Thanks Paymo team, my problem is solved, and
    thank for the personalized response – it was very
    much appreciated!!” (i hope the user won’t mind
    that i make this public).

    Anyone using the freemium model should offer at
    least basic free support to it’s users… it’s
    common sense. If you can’t listen to your
    customers, you should not start a business.

  2. Krish

    Very true.