I work for a small company (less than 10 employees) that follows a very similar working process. No deadlines, one (very short) weekly meeting. We don't try to stay competitive with similar products. That's impossible with VC funding flooding the market. What we do instead is focus on making our current customers happy. Everyone is involved in support. We follow up with customers when we do launch features they requested, even if that's years later. It seems to be working well. It's not going to be hockey stick growth, but "freedom" for us (the employees) is well preserved.
I'm a customer of several smallish (but bigger than 10 employees) services and if I'm paying something like $120/year for something even remotely useful, I'm not going to switch unless the competition solves a specific problem or I'm really mad at the current provider. In the former case I would at least have told support about my problem.
I do believe that there is "enough" money to be made solving real-world problems for people and treating them like humans so they aren't going to drop you like a hot rock at the first chance. I'm happy to see some voices confirming that in this thread.
Yeah, we see plenty of churn on smaller/newer accounts, but a good chunk of our customers, especially on the larger plans, have been with us for years. It's partly platform lock in, because it's probably a pain to switch, but I like to think it's also we solve a majority of their needs at a decent price and provide good support. So why would they switch? I think it also helps that we are generally targeting that small to medium size company. Or even smaller departments/teams within larger companies. So we're not subject to the whims of a C-suite that is looking to cut 5% off their budget every quarter.
