Smartsheet: Enterprise Footprint, Pricing Changes & Churn Risk

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Before the plan takes effect?

Even though they were licensed, they weren't necessarily productive licenses. So in that 25 out of 100, because we were 25 out of 1,400, probably five were pretty active licensed users. But again, that was the model, so it worked fine that way. This new model doesn't give you that ability, so you need to look more critically.

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How would you expect customers to react to this? Because if a customer has 100 unlicensed seats today, I guess there are two directions it could go. The first one is they reduce the number of users in Smartsheet overall and try to optimize it. The second direction is they'll probably still end up paying for more seats over time. For example, if a customer has 100 of those users today and 25 are paid, how will those numbers trend, would you expect, for the typical customer? I know that's a difficult question, but give it your best guess because your intuition is going to be pretty good on this.

As a project manager overseeing a large program, I have my license and perhaps a few others for specific purposes. However, I have 150 resources providing updates through Smartsheet. If half of those users are cut, I still need their updates. Without editing capabilities, how am I supposed to get their information? Are they going to send it via email, taking us back 10 years? I've experienced too many years of receiving updates through email, which I then have to manually update. That's not productive. The real value of Smartsheet is in its collaboration capabilities.

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