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The Official SaaStr Podcast: SaaS | Founders | Investors
SaaStr 792: Why I’m Scared to Buy New SaaS Apps Now with SaaStr CEO and Founder Jason Lemkin
Mar 7, 2025
The discussion dives into the challenges buyers face when considering new SaaS applications, such as complicated cancellation and unexpected pricing. Emphasis is placed on simplifying the purchasing journey and enhancing customer support. Founders are urged to minimize sales friction to maximize opportunities. The conversation also highlights an upcoming major SaaS event featuring networking and workshops, where startups can present their AI innovations and connect with industry leaders.
24:27
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Quick takeaways
- The increasing friction in the SaaS buying process, due to hidden fees and complicated downgrades, breeds customer anxiety and hesitance to purchase.
- Frustration with customer success teams focusing on upselling rather than genuine support can lead to diminished trust and customer retention issues.
Deep dives
Friction in Software Purchases
Many users express anxiety about purchasing new SaaS applications due to the increasing friction involved in the buying process. This friction often stems from practices such as hidden cancellation fees or complicating the downgrade process, which can make users feel trapped in their subscriptions. The podcast highlights how some companies have mercilessly enforced terms that add stress to customers eager to explore new solutions. As a result, potential buyers find themselves hesitant, fearing that they may not be able to exit or downgrade their service effortlessly.
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