All posts tagged: software development

Some Thoughts About Unprofitable Customers In The Software Industry

Many customers make use of the 7-day-free trial of my software. A few of them contact me with long series of support emails, that fill almost the entire trial period. They mostly need help with setting up features or customizations (which are not included in the product, but there is of course no hard limit when to say no), or they have trouble with their payment, or another plugin is doing something weird and until I have figured that out, I cannot be sure if this isn’t a bug. From the current selling price of $47, after paying fees to the sales platform and Paypal, I receive around $37, which still is gross income because I need to pay taxes and health insurance and finance my equipment and the Internet connection and my website and the software etc. You can imagine that this amount has already disappeared through a bundle of lengthy support threads for one of those mentioned trial customers. So it is really funny (or should I say: absurd?) how some of these …

Software vs. Books: The Difference in Customer Expectations

Hi there,I’m not getting the results I was expecting and getting it in line with my site takes too much work and manual adjustments. Can you please give me a refund?Thanks.Kind regards, User in a support forum somewhere on the Internet I recently came across an article where a plugin developer explains why he stopped selling on CodeCanyon. There are numerous reasons that have to do with their pricing structure and the increasingly difficult role of authors. And it somewhat confirms what others have concluded looking at available numbers. Not everything is a direct criticism of CodeCanyon. In the case of customer service the problem seems to be that sellers are underpaid and insufficiently protected against ridiculous refund claims. Sometimes a funny example tells more than 1000 words of explanations. Mike compared software to other products that you can buy online, for instance books. If you translate some of the buyers’ feedback to the other settings, it is quite revealing how things suddenly look absurd. A) Unfulfilled Expectations eBook: Hey, Stephen King. I bought your …