How to turn a potential negative into a positive. Stewart Butterfield of Slack discusses a defining moment of reducing customer friction. Slack was confronted with a choice of user adoption vs selling seats.
This was lifted from SaaStr, a very interesting set of insights for SaaS enterprise companies. It's cued up to an interesting inflection point. Butterfield discusses how to deal with inactive Slack users at Walmart Labs. Walmart Labs was one of Slack's largest customers at the time.