Pilot Program Shows Mixed Results

The six-month pilot of our new service tier concluded last week. Results are mixed but informative.

Customer acquisition exceeded target by 18%. However, the average contract value came in 22% below projection, and support tickets per account doubled.

The team believes the tier appealed to a cost-sensitive segment that required more hand-holding than the economics could support. Pricing and positioning need rework before scaling.

Recommended path: rebuild with a 30% price increase, mandatory onboarding fee, and narrower target customer profile. The product concept remains valid; the go-to-market needs discipline.