SaaStr 792: Why I’m Scared to Buy New SaaS Apps Now with SaaStr CEO and Founder Jason Lemkin | The Official SaaStr Podcast: SaaS | Founders | Investors | Podwise
This SaaStr podcast episode focuses on Jason Lemkin's apprehension towards purchasing new SaaS applications due to increasing vendor friction. Lemkin details nine reasons for this reluctance, including difficulties in canceling subscriptions, unexpected price hikes and forced upgrades, renewal drama, unclear variable costs, lack of free trials, ineffective customer success teams, migration headaches, time-consuming sales processes, and data export challenges. He suggests that many SaaS companies prioritize short-term gains over customer experience, creating a "roach motel" effect. The episode concludes with advice for SaaS companies to reduce friction in the sales process to improve customer acquisition.
