Why Is Salesforce Moving From Seats to Outcome-based Pricing?

John Somorjai says the technology industry is moving toward outcome-based pricing, where a customer pays for resolutions instead of paying for a seat. Salesforce is getting behind that trend, and more of its products will be delivered that way. The point he puts first is that customers stay happy, successful, and willing to come back, whether they pay per seat or on usage.

Fin is the case he uses. Fin can charge for resolutions because the time to value is fast. On average it is up and running in 16 days, and the agents start handling calls that would otherwise have gone to a person. Salesforce tried Fin on its own help site and had it running in 14 days. On help.salesforce.com, Fin now handles over 40% of the traffic and delivers 65% resolutions without going to a human. Somorjai calls that speed, in his view, a hallmark of what a great acquisition looks like.