Michael writes on Forbes about how focusing on a strong product and top-notch client support allows Lua to offer a paid-only product, as long as clients recognize the value they are getting from the service:
Our clients have never pushed back on this, as they know that by requiring investment into the product, we’re also promising quality. In fact, results from our recent customer survey showed that Lua increased accountability and communication for 90% of respondents. We consider this a marker of success, and our ability to retain clients is far higher than other companies that may offer free enterprise messaging solutions.
Read the full post here.