Latest news with #customerexpectations
Forbes
01-08-2025
- Business
- Forbes
Pricing Is A Product: Why It's A Top Priority
Pricing used to be just a number on a slide. Today, it's part of the product experience. In a world of usage-based models, AI-powered agents, and real-time infrastructure, pricing isn't just a finance decision—it's something your customers feel every time they log in. It shapes trust, affects adoption, and determines whether a user grows with your product… or leaves with a bad taste in their mouth. Yet for most companies, pricing is still treated like a one-time project. Just a spreadsheet. A little backend configuration. Or worse, a last-minute change handled manually by a billing vendor or yet another engineering ticket. That model breaks under pressure—especially now. Three big things: 1. AI shifted the cost structure. Usage is no longer predictable. With agentic workflows, one user action might fan out into dozens of model calls, tool invocations, or backend operations. That makes the cost of a single request highly variable—and increasingly difficult to track or explain. Metrics like 'requests' that once worked well now feel disconnected from real costs. At the same time, more accurate metrics like tokens or compute are harder for users to mentally model. This leads to confusion, frustration, and ultimately, churn. 2. Customer expectations shifted, too. Users now expect real-time feedback on spend. They want to know how much something will cost before they run it. They expect self-serve usage dashboards that are accurate, intuitive, and real time. They expect visibility and proactive usage alerts. 'You've hit your limit' with no prior warning isn't acceptable anymore. 3. Monetization became a growth lever. Pricing is now core to product, GTM, and revenue strategy. It can't be just about finance anymore. Teams building AI-native tools or hybrid PLG + SLG motions are learning quickly that pricing is one of the most powerful levers they have. If you're not experimenting with pricing the same way you do with your product, you're falling behind. You wouldn't ship a new feature without user testing, observability, and a feedback loop. Why would you treat pricing any differently? At Metronome, we believe pricing should be treated like a product system—one that's: This isn't hypothetical. We've all seen what happens when companies get it wrong: pricing shifts confuse users, cost spikes without warning, dashboards lag behind reality. And we've all see the results: Surging churn, deluges of support tickets, and sometimes irreparably lost trust. If you're scaling an AI-native product, building a hybrid PLG + SLG motion, or shifting to usage-based pricing, your monetization system needs to evolve too. It's time to give pricing the same strategic attention as UX, observability, or security.
Yahoo
29-07-2025
- Business
- Yahoo
Breaking free from legacy: unlocking growth in wholesale finance
In the ever-evolving financial services landscape, many wholesale finance companies find themselves refocusing their efforts and resources to remain competitive. A significant number of these firms are still reliant on legacy technology systems, which pose substantial challenges that can hinder operational efficiency, customer service and even risk control. As they get left behind, companies risk missing out on opportunities that modern technology offers. Embracing innovation is crucial for overcoming these hurdles and thriving in a fast-paced marketplace. Why companies cling to legacy systems and what that means There are several reasons that companies are hesitant to upgrade, including financial commitment, the fear of change/embracing new technologies, overall business priorities and business disruption. Leaders often hesitate to upgrade because the costs, disruptions and complexities are perceived to outweigh the benefits. However, these outdated technologies and poor business processes can lead to numerous challenges and risks that can hold back business growth and returns, including: Inability to meet customer expectations: Today's stocking customers expect seamless, real-time data that leads to meaningful interactions. Legacy wholesale systems can struggle to provide information in the format and via the medium customers prefer – whether via phone, online, mobile, social media or other channels – leading to dissatisfaction and lost business. Data integration challenges: Integrating information from multiple sources, such as suppliers, customers and third-party data, becomes complex and cumbersome with outdated systems, causing decision-making delays. The wholesale system's adaptability must be able to cope with new requirements, including compliance, reporting, complex customer structures and incorporating technological advances (e.g. AI). Operational Inefficiencies: Reliance on manual tasks and workarounds leads to what has been described by some funders as 'spreadsheet hell', with multiple tasks being taken out of the online system and processed manually on spreadsheets. This leads to vital processes being managed offline, risking errors and miscommunication. These inefficiencies can hinder scalability, increase costs and negatively impact employees with repetitive tasks. Risk management gaps: As fraud and attempted fraud become more prevalent, the common response is often to throw more resources at the problem – manually analysing data to identify occurrences. This pushes up costs, but is still too slow to adapt to changing fraud techniques and can also delay and inconvenience genuine borrowers. Data security and compliance issues: Older wholesale systems may not meet today's stringent data security standards, putting sensitive information at risk. Frequent spreadsheet sharing containing critical data can lead to vulnerabilities and compliance violations. Seize opportunities Wholesale finance companies transitioning from legacy systems to modern technology can enhance their offerings to dealers, strengthen risk management and enable them to address the evolving demands of the market. One significant benefit of this transition is the ability to scale at lower costs, as automated processes reduce the need for extensive labour and manual intervention, allowing firms to expand operations efficiently. Embracing modern technology in the wholesale space allows access to new industry norms such as faster payments, enhancing cash flow and customer satisfaction through real-time processing and payouts. Companies will also experience better accuracy by leveraging advanced data analytics and automated systems, which reduce human error and ensure that financial transactions are precise and reliable. Risk management can be enhanced with embedded AI tools capable of validating dealer documentation at speed – ensuring complete oversight of funded assets without diminishing service quality. There's no need to increase headcount either. Additionally, integrating new wholesale systems with Customer Relationship Management platforms allows for a unified view of customer interactions and data, enhancing relationships and service quality. This reduces the need for dealers and lenders to manually key in tasks, streamlining workflows and freeing employees to focus on higher-value activities, ultimately driving productivity and growth. The 'wow factor' for customers should not be overlooked. Modern technology, displayed on devices used throughout the day by dealers, will be more attractive both from a look and feel as well as availability. PC/laptop-only applications are very quickly becoming a reason for dealers to look elsewhere. Beyond cost to collaboration and innovation When selecting technology suppliers, companies should focus not only on cost, but also on cultural fit and commitment to long-term support. It's worth keeping in mind that a supplier that prioritises a partnership approach with active account management is more likely to drive continuous improvement. In business, there are examples of companies continuing to do what they have always done, only to be overtaken by new entrants and competitors that have modernised their offerings to be class leading. The old adage of 'if it ain't broke, don't fix it' could not be more inappropriate in technology. Whilst the threat of disruption to existing business can be a substantial drawback when considering change, if the change is managed well, the promise of efficiencies, a better experience and greater productivity can far outweigh that drawback. For wholesale finance companies, embracing modern technology is no longer a choice, but a necessity to avoid being left behind. Shifting away from legacy systems and investing in advanced solutions can help streamline operations, enhance customer satisfaction and position businesses for sustainable growth. Organisations can transform their challenges into opportunities by taking proactive steps to modernise, driving both profitability and success in an increasingly competitive market. Explainer: what is wholesale financing "Breaking free from legacy: unlocking growth in wholesale finance" was originally created and published by Leasing Life, a GlobalData owned brand. The information on this site has been included in good faith for general informational purposes only. It is not intended to amount to advice on which you should rely, and we give no representation, warranty or guarantee, whether express or implied as to its accuracy or completeness. 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