"Unpack Pricing" with Scott Woody Zaponomics at work: How Zapier turns customer value into revenue growth with Giang Hoang
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Jun 26, 2025 
Giang Hoang, Director of Business Operations at Zapier, has been pivotal in transforming their pricing strategy from a single product to a multi-product platform. She dives into Zapier's five core pricing principles and the upcoming shift to flexible, 'pay-per-task' billing to enhance customer experience. Giang discusses the importance of integrating customer feedback and the role of AI in shaping pricing models, as well as the relevance of clear communication and change management in making successful pricing transitions.
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From Operations to Pricing Leader
- Giang Hoang started in business operations and evolved into leading pricing at Zapier over four years.
- Zapier expanded from a single PLG product to a multi-product platform serving enterprises, requiring pricing transformation.
Foster Inclusive Pricing Governance
- Build an inclusive, cross-functional pricing council with clear decision principles for alignment.
- Ensure transparency and document discussions openly to manage opinions and reach consensus.
Zapier's Five Pricing Principles
- Zapier's five pricing principles guide decision-making consistently and focus on customer trust and adoption.
- Principles include maximizing trust, bias toward usage, simplicity, encouraging commitment, and pricing for maximum value.