The Cost of Customer Service for Digital Subscription Services
We recently did a fascinating Case Study on ExpertClick.com and their experiment in moving from a paid subscription Model to a free subscription Model. For the full results, you will need to read the Case Study, but I got an interesting note today from publisher Mitchell Davis who said that one the downside of the free Model (with potential upgrades to paid services) was the number of customer service telephone calls and inquiries to join that…
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