Keep Your Customers Happy: Provide a Clear Upgrade Policy

Jonathan Snook's recent post about whether it is fair for people to have to pay for the latest version of the web stats software Mint, provoked an interesting discussion.

This is an area where software companies often manage customer expectations poorly, usually because the upgrade policy is not clearly laid out. Anyone not ever had problems upgrading Adobe or Macromedia products, for example?

The developer of FlashSpring Pro, a nifty PowerPoint-to-Flash converter, provide a great example of how to do this right on their Upgrade Terms web page.

They make it clear what constitutes a major, minor or maintenance upgrade and what you're entitled to.

They even have a nice graphic showing how the different releases are indicated in their software version numbering:

FlashSpring software version numbering example

Posted on: January 31, 2007 | No comments

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