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From Startup to Wunderbrand

From Startup to Wunderbrand

Join Nicholas Kuhne in Norway, as he delves deep into the realms of digital marketing, branding, and entrepreneurship. Explore the global perspectives of industry titans. In the ever-evolving landscape of marketing, this podcast is your reliable compass. A journey into the heart of digital marketing and branding. 🌐🎤🇳🇴

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    From Startup to Wunderbrand
    Episode•May 8, 2026•28 min

    Why Most SaaS Founders Get Pricing Completely Wrong (And How to Fix It)

    Links & Socials: Product Tranquility: https://producttranquility.com Dan Balcauski on LinkedIn: search “Dan Balcauski” SaaS CEO Pricing Scorecard (free): producttranquility.com Edit your podcasts like a pro: https://get.descript.com/mrzy10nwivuqJoin me as a guest or start your podcast journey: https://www.joinpodmatch.com/nickkuhne Timestamps: 00:00 – Volcano chat & intro 01:30 – Is pricing art or science? 04:45 – Why founders delay pricing decisions 05:30 – ChatGPT’s pricing evolution explained 09:30 – Why freemium can actually work for OpenAI 12:30 – Customer Lifetime Value (CLV) reality check 16:45 – Pricing brand-new AI SaaS products 20:00 – You must earn the right to monetise 23:30 – Microsoft Copilot pricing lesson 26:30 – Where to find Dan & the free scorecard Connect with me on: All my links Become a guest Sign up for Riverside Get Descript #DigitalMarketing #Branding #PersonalBranding #MarketingInsights #SocialMediaStrategy Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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    Transcript

    0:00

    So I think this is a fundamental myth, is that we need to have a product in market in order to understand what the price should be. This is, I think, a fundamental misunderstanding and it highly delays when folks think about their pricing, when actually pricing should be at the very beginning of a development process. Hey, we're building this thing. We understand what the value proposition is. And the CPG companies have known this for years before they invest in R and D or manufacturing or.

    0:31

    Welcome to another episode of From Startup to Wunderbrand with Nicholas Kuhner. Like to welcome you all to the Volcano Worshippers Hour, and our first guest for this exciting podcast is Dan Belkowski. Dan, can you tell me your favorite volcano?

    0:51

    I think I. Mount St. Helens, because it had a very big impact on my childhood understanding of volcanoes.

    0:59

    I'm sorry, but Etna was the right answer. Thank you very much.

    1:02

    Much. Yeah, I, I have, I, I actually hiked Mount Etna the day before it erupted. Yeah, we were very, we were quite worried about getting caught in the eruption and we asked the, the, the guide. We were like, is it going to erupt today? He goes, no, tomorrow.

    1:16

    So what kind of prayers and dances did you do to make the eruptions happen? Did you throw in a virgin down the, down the crater?

    1:23

    Not a virgin. I threw in my girlfriend, though, so.

    1:30

    All right, I was going to think of deleting this, but now I'm definitely keeping it in, so. Okay, we'll put another. Yeah, so this isn't. The Volcano Worshipers are. For those of you who thought you were on the wrong, wrong program, we've got Dan Balkowski and he is the founder and chief pricing officer of Product Tranquility. Dan works with B2B SaaS companies to define pricing and packaging strategies. For those of you falling asleep sleep right now, don't worry, it does get more interesting because pricing is an extremely important part of branding, actually. And Dan's going to talk to us a little bit about how pricing impacts on the perception of your brand. He's taught at Kellogg MBAs, been to Hong Kong, traveled around the world exploring 21 countries and has done a whole bunch of volunteering. So an interesting chap because if you do pricing, you have to do other stuff as well. So, Dan, welcome.

    2:28

    Good to be here. Thank you for having me, Nicholas.

    2:30

    All right, now, maybe a slightly different question to what you've normally got on pricing, but is there an art to pricing or is it all scientific and is it all sort of data driven?

    2:43

    It's a wonderful question. It is art and science. So there is fundamentals of economic theory that you may vaguely remember from if you took an Econ 101 course, your view of what pricing in the real world looks like, but it's also art. Why is it also art? Because we are connecting the world of price, which is concrete numbers, with value. And value is not something that exists out there in the world like the force of gravity or the speed of light. Value exists like beauty in the eye of the beholder. So therefore, anytime we're dealing with humans and their psychological perception, there's also has to be art. I would like to maybe correct the record because there is probably a predominant theory out there that it is mostly black box magic, voodoo, that nobody knows anything. So we're just gonna do whatever the highest paid person's opinion in the room is. I'd like to push back on that a little bit because I think that highly overstates the case that there are a long tradition of both practitioners, academics, etc, who have put pretty robust methods around a process that you could use to do this effectively.

    4:17

    Yeah, and I suppose it's when one starting a business, pricing, I mean, you do think about pricing, but you're thinking about creating the logo, you're thinking about setting up the business, finding customers, etc. Pricing sometimes is one of the most complicated things to do because as you start working through your business plan, you realize, ooh, actually the pricing I thought I could or I could achieve out of this product of mine actually isn't going to make me any money. Am I going to do freemium? Am I going to do, you know, 14 or, you know, a 14 day free trial? There's so many different, there's so many different options. Am I going to let them pay for a whole year in advance or monthly or quarterly? I mean, these are, these are quite tough business decisions. But before we get into that, I want to ask, let's do a little, a little case study, especially since it's going to tie into two interesting topics. One is AI and one is going to be startups. Now if we look at ChatGPT when it. And I want to see if you can help us understand how they've figured out. They figured out their pricing because it was free in the beginning. And then they, when they started to charge, probably a lot of people thought, oh, they're gonna, nobody's gonna use it because they have to pay for this now. But if we think about the value that ChatGPT is giving people, is the pro version of $20 a month enough? Why haven't aren't they? Why didn't they say, well, we actually want fewer people using this versus opening it up to millions and millions of people and just charging a small amount of money. What, what could be the be their business strategy if it was you to make it so cheap?

    6:04

    So when you talk about a company like OpenAI, they have several different things going on and an evolution of their pricing going on. So the original, you know, when they very first launched ChatGPT as this research preview and I was actually just going back because I think it we're almost at the three year anniversary of Sam Altman's tweet of like that's how they announced it. Come chat with this thing. And then it blew up like wildfire. It was free and then they layered a $20 price point on it. But there, if you look at their user adoption, most users are still not paying anything. If you talk to the normies that I'm not one of them who are. I'm perpetually online, immersed in the Twitter sphere and the AI bubbles, talking about the latest and greatest features and the battles between these foundation providers. Most people are just chatting with a free model and they don't even understand why I would pay this thing. You think about your, your parents, for example, you know, what is a reasoning model? Why would I ever need that? But they realized that there was a set of users who wanted access to the latest and greatest capabilities and features. And so those people were willing to pay. And if you remember the early days of ChatGPT, they were, remember a tweet they had like, sir, our GPUs are on fire. They had to, they had to limit usage because of the demand. And so if you paid them like, hey, you get to continue using it while we limit all the other free people. And so that was originally part of the, you know, value proposition. Now when we think about value, I do get very concrete. The problem with a product like ChatGPT is it is very much like infrastructure. So if I'm going to charge you for contrast it for example with maybe a relatable piece of B2B software like a CRM and I charge you per seat. That maps to, you know, we're trying to help you increase revenue. It's the value proposition of a CRM. We make your sales people more effective, more efficient, they follow up better, all these things to help them do their job better. And those people have quotas that they carry and so it makes sense to align that receipts. However, if you look at a platform like ChatGPT, you could do so much with it. It tends to look much more like infrastructure. What do we mean by that? Something like AWS where I'm buying storage and compute. It's like, what are you going to do with the compute? Well, I can do anything. So we kind of have that same problem with a platform like ChatGPT where the value story gets very intermixed and so then it looks a little bit more like what we think of as like cost plus type pricing. Now why do they leave a free version there? That is a business strategy in and of itself. I don't have any inside knowledge. I've not worked directly with OpenAI on this. My sense is there's been this long standing narrative in that world of we have run out of data, we have scraped all the world's Internet information, we have anthropic just paid a multi billion dollar settlement because they they scraped a bunch of books off of public pirated repositories of, of books that they weren't supposed to and had to pay a giant a multi billion dollar settlement for doing that. OpenAI maybe in a similar type lawsuit. I'm not clear on exactly all the status of those types of cases, but we have no more data left and we know that these systems get better as we train it on more and more data. And so what better than millions of people chatting back and forth with our models to generate us more data? And so I often say that, you know, one way we could characterize this free plus paid is a freemium model. Usually freemium is a bad approach and usually one of the terrible answers that people give of why do freemium is. But the data will get the data. And usually that's a terrible answer. And you should never believe that if anyone brings it up in a meeting as why you should do a freebie model. However, I think this might be one case where we have literally sucked the rest of the data out of the world. And if we can get humans generating a bunch of data out of our systems, that will be very valuable to us. Adopted this winner take all consumer mind share. It's very different if you look at the B2B space. So they have now evolved beyond a $20 price point. They now have a $200 price point for ChatGPT where you can get access to I think ChatGPT 5 Pro and models and tools that they're continually releasing. Anything I say here will be out of date in two days. So no need to go down the list. But what they did realize is hey there, there are Folks who want even more power out of this and they are willing to pay that because I believe when they release that $200 price point, a lot of people said who the heck is $20? Who's going to pay. 250 people paid it. Not only that, but you quickly saw Google with Gemini, Anthropic with Claude follow in their footsteps. Claude now has a max plan at 100 or 200amonth. Google also has an ultra plan in that similar category where you have these extreme power users who are willing, able and find value in those higher capable models. Usually because you're using some sort of coding on top of it. You need a lot of capabilities and consumption there. So I said a lot there. I don't know if there's any place you want to dig in specifically.

    11:18

    Yeah, I think it's good, giving a bit of an overview like that. And I suppose what I want to look at here is for a new product like this, there's the free version, there's the lite version, there's the power user and then there's also enterprise. And the costing for enterprise obviously must be quite complicated as well because if we look at ChatGPT, I think companies like Canva, I think it's. Canva integrates ChatGPT now into, into their system. You know, that's going to cannibalize from people who might have used ChatGPT a paid version of ChatGPT by the, by themselves. So what I'm seeing quite often now is BC so before chat, chatgpt getting any access to AI was, was magical. Now every single damn thing that you, every SaaS product that you open has its own AI LLM or its own ChatGPT plugins. I use descript, I use a couple other things and I'm like why must, why am I still paying for ChatGPT when I'm actually paying a little bit of ChatGPT in all of these other products that I'm using. So that's quite annoying. Anyway, that's just me complaining about that. Yeah, so that was just a touch on a little bit of AI and pricing along that and something I wanted to chat about which maybe you've, you might have a bit of experience. Experience on is a term called cl. Clv. I'll pronounce that nicely. So customer lifetime value. I've spoken to a lot of customers and a lot of my clients and they have no idea what their CLV is. Does that happen to you?

    13:01

    Yeah, so customer lifetime value sometimes Also cltv. I've Seen it but, but exact same concept. So this is one thing you'll often hear in the startup sphere, often given as advice is understanding your cltv or sometimes it's also called LTV to CAC ratio. CAC is your customer acquisition cost. There's a sort of empirical rule that you want at least a 3 to 1, 4 to 1 is better, 5 to 1 is, you know, even greater. If you could get that up to, you know, 100 to 1, it'd be fantastic. But basically it tells you like a rule of thumb, tell you how much you should reasonably spend. You know, when you add in the fully laden cost of sales marketing money you pay to Google or Facebook for paid ads or TV placement or whatever, the fully laden cost of acquiring a customer versus how much value that company is or customer is or account is going to generate for you over time. It is often unknown. And the big, I think problem with that advice tends to be that in order to give a reputable number, you need to understand the we be better with a whiteboard, but you need to understand what the lifetime is of your customer. So if I'm a startup and I've been around for 12 months, I can sort of look at what my monthly retention has been of my cohorts for those first 12 months and it might give me a Customers will be around for 18 months. But my company's only been in business for 12, so there is no way I could, with a straight face, go to investors, say, well, my customer lifetime is 18 months. Well, you've only been in business for 12, so how could you say 18? Well, this formula told me the other additional problem is that those customer lifetimes also tend to change based upon the cohort that they're win. So your year one set of customers in business, you know, it's like, hey, Nicholas, you're my buddy. I launch a SaaS product, you want to pay me 10 bucks a month, I'll give you a, a, you know, friends and family deal to like be an early adopter. That's going to look very different from customer number 753 who only found me because they saw some sort of Facebook ad, right? Maybe. Maybe Nicholas, because you're my friend, feels a bit of guilt every time his mouse hovers over that cancel my subscription button. Customer753 has no such compunction. So the parallels I could draw from that don't really map. And so I think that is common. I don't think it's necessarily a, I think it's a problem with People who dispense that advice not understanding that unless you're kind of at a series B plus, either the venture sort of scale world or you know, probably have been a company that's been around for at least five years, those numbers are going to be highly fungible and there's plenty of CFOs and I've been part of these CFO discussions before where that, even that model of calculating that number, there's a lot of assumptions that are built in that can really change that number. And so it can get quite, you know, there's ways to be more aggressive and conservative depending upon how you're going to use that number. I'm assuming there's a pricing question and buried in there, but that was.

    16:16

    Yeah, so you working in, in SAS and as, as I mentioned slightly earlier, everything that you can shake a stick at now has an AI function in it. And this means that all of these products need to obviously adjust their pricing to take into consideration this new, this marvelous new value value it's adding. Plus a lot of the products that you're probably working on now are brand new. Like you said, they don't have more than 12 months, six months, you know, track record or it's a totally new industry. So how do you do pricing, pricing for a new industry? Is this where a chief pricing officer comes in? So tell me what you do when imagine a new company that is using all this fandangled AI stuff comes in and says they've got this new SaaS product, it's brand new, we don't know how to price gives tremendous value, but we've only got six months or three months until somebody new comes in and then 500 other competitors are going to be in the space and we just don't know how to price ourself. Has that been a discussion at all?

    17:24

    Yeah, it's absolutely been a discussion. I think a few things going on. Right. So I think the, you know, first of all there'll be a lot of interesting dynamics at play over the course of the next several years. We already see this with companies that are reporting, you know, they have those charts that show the number of years or number of months to 10 billion in ARR or 100 million ARR. And you see some of these new, some of these new companies shattering these records. I mean OpenAI among them. But there's plenty of these other coding tools that are AI backed or AI native maybe is a better term that are showing sort of these, this track record. And I think the big question is going Back to our customer lifetime is it easy come, easy go. You get a bunch of people who are really excited to pay. There's a bunch of tools that you know, they could pick, hey, I'm going to play around with this. But then there's not really any stickiness, any loyalty to it. Right. I think we see this even at the foundational model providers where, you know, it's depending upon who is the latest model release, whether it's Anthropic, Google, with gemini or with OpenAI. Oh cool. I'm going to jump over to Gemini now. Oh, Anthropic released a new version of Sonnet. I'm going to jump over there. And so I think we're going to see that a lot. And so what is that? Revenue sticky. Now I think the number one assumption in your question is do we base pricing on user sort of adoption or like looking backwards in time. So I think this is a fundamental myth is that we need to have a product in market in order to understand what the price should be. This is I think a fundamental misunderstanding and it highly delays when folks think about their pricing, when actually pricing should be at the very beginning of a development process. Hey, we're building this thing. We understand what the value proposition is and the CPG companies have known this for years before they invest in R and D or manufacturing or distribution. We have a concept we can go out and talk to customers about. Is this interesting? Is this something you would buy? What is the value of it to you? How, what would you be willing to pay for it? And there are many better and worse ways to ask those set of questions, but just at a high level. And then I think one thing as it pertains to the AI problem that you're the AI area specifically is what we're really seeing out there is, you know, your, your, your price is determined always by a set number of factors. So what's the customer value? What's the customer perception of that value? What's a customer willingness to pay? What are your competitors, your cost and what are your competitors doing? And so the thing that's happening right now with this, these AI pieces is that the costs are fairly concrete. And when I talk about costs in a pricing context, it's not usually the fixed cost of development because those are usually not what is material to a pricing decision, but rather the variable cost to serve. And so if I'm One of these SaaS companies that is using paying OpenAI or Anthropic, a foundation model provider for this back end, this is A significant amount of cost compared to what I'm used to providing because storage network compute almost marginally effectively zero. Software companies have been very, have benefited from those type of economics for a long time. So that cost component becomes very fixed. What's the other component, though I mentioned of those, the pricing consideration is the customer value. And I think this is another assumption that's buried in your question is that I'm building these fantastic capabilities so therefore the customers must value them. And I think what we're seeing right now is a lot of rush to companies to cover their costs when the value part of that equation is very uncertain. Customers are first of all being inundated with AI messaging. If you had an AI enabled product in 2015, maybe that was unique. I think customers in 2025, when they see AI, they're like, again, like, yes, because it's, because it's everywhere and so they don't really know what to do with it, what to make of it or if it can actually solve their problem. So I think we're at an interesting transition point right now where the value still needs to be proven. And I was, I was attending a talk a couple weeks ago is another pricing expert who I really respect, a guy named Ethan. He's a pricing expert for Insight Partners. And he had this really great phrase which I think is apropos for this, which is you have to earn the right to monetize. Because I think we saw this first wave of companies post ChatGPT that went out and said, hey, we're tacking on this AI capability. We know it's going to cost us money, so we're going to charge you for it. I think the perfect case study of this was Microsoft, what they did with Office365. Office365. I don't know what the exact pricing is today, but say, you know, that includes Word and PowerPoint and Excel 10 per seat. They said, well, we're adding this AI copilot for Office 365. So instead of you going in and writing your Word document, you could use the copilot to write your documents. So that's so valuable. That's such an upgrade from base Word. That's not worth just another $2 per seat. We're going to charge that an extra 25 a seat. So the base, you know, office was 10 and then plus 25. The problem is everyone used co pilot for office 365 is like, this thing sucks. It doesn't do anything I want it to do. And so they got Ahead of themselves. I think it was a, yeah, I think it was a smart strategic move and I have all the respect in the world for Satya. I think he's done an amazing thing with that company from, you know, his, the previous regime and the turnaround story there. I think it is an example though that everyone can relate to where they see, hey, just because you have this newfangled capability and you think at some point it's going to live up to this promise, it doesn't today. And so you have to earn, you have to prove that in the market that it is proving value and that then you could price appropriately to that. So I think we're in this crawl, walk, run space and it's, I think a little unique for folks because we haven't been in one of these phase transitions for a while. Maybe the mainframe to PC era, maybe the Internet era. A lot of these things rhyme. They're not, you know, the analogies don't always hold. But I think that's where we're at with this needing to price. But you can go out and talk to your customers before you launch to understand pricing and happy to talk about what those type of conversations look like.

    24:14

    Yeah. And so this is obviously a very complicated time for, for sas, as you mentioned and Microsoft. Luckily not everyone canceled their Microsoft 365 after, after that. But I had a similar thing with GE because I use Google products and they foisted Gemini on me and it was so terrible, I was so annoyed and they wanted it. I tried the free trial, then they wanted to charge me and I was like, nope, that's not happening. This is useless. It's getting much better now, but it still can't do anything. It is still very useless. Not useless, but it still has a lot of bugs. So don't charge me for something that's got bugs and doesn't work and doesn't work yet. Especially if I'm your guinea pig and you are using my data to, to make this better. So I, I, I get your point there. Just interesting. Another analogy about where we are now. ChatGPT, Google, Anthropic, all of these guys, they are starting to use nuclear power stations to generate power because it is so, it is so power hungry. And at some stage I think all of these AI providers are going to be like the railway industry. 100 or so years ago there was this huge, huge expansion. People put tons and tons of money in it and guys who got in made lots of money. But then you've got railways everywhere and the price just drops, is going to drop down so low you can hardly, you can hardly give it away. And at some stage, you know, AI is probably going to have to be not privatized, nationalized, because nobody's going to want, nobody's going to be able to afford to pay to maintain these nuclear plants so that we can all use ChatGPT to ask how far are we from the sun? Every four, every, every week. That might be interesting. Yeah. I mean, there's so much to chat about on pricing and I think we should probably choose in our next chat one specific little case study, case study to work through. But I think what this initial discussion of ours has highlighted is the complexity of pricing and how pricing your product wrong could sink you before you even get to that next phase of your business. So when you are selling coffee and bread and bagels, it's a pretty easy pricing model, I think. But you've chosen a nice and complicated area in terms of SaaS, Dan. So what I'm going to do is I'm going to suggest folks go and have a look at your website there for CEOs who want to know and startups who want to know about, you know, where your pricing's at. You've got a SAS CEO pricing Scorecard that people can, can do for free on your site. Yeah. So where can I send folks? Dan?

    26:55

    Yeah, so happy to connect with folks on LinkedIn. I'm pretty active there. And yeah, I have my website, productranquility.com and as you mentioned, it's a, it's a new feature I just launched, the SAS CEO Pricing Scorecard. So a quick assessment with a few yes, no questions, looking at different aspects of your monetization and then some prescriptions based upon your responses so folks can pick that up for free.

    27:22

    And there's a couple of good articles there. One of the things I think we'll chat about next time is, and I wrote this down here in a bright color. Economic value is the key to setting prices. And you know, I talk about brand value, so that ties in, that ties in nicely with sort of my wheelhouse. So I can talk about that. But Dan, it's been, it's been great chatting. Thank you so much. I think this will hopefully just get people's minds around the concept that there is such thing as a chief pricing officer and why they should reach out to somebody who actually knows what the hell is going on in this space. I really do appreciate your comments. So why not go and watch this live on YouTube or go to my website. Kuna. No, that's K u h N e. No. For more information.

    Why Most SaaS Founders Get Pricing Completely Wrong (And How to Fix It)

    0:00
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