I am looking for some feedback regarding this situation.
We provide software in the form of SaaS.
Now, we have been working with this 1 company for over 3 years. They have 1200 employees, of which all could be using our software but for the past 3 years they have only been using 50 licenses/users.
I recently talked to our contact, a mid-level IT guy and discussed the potential of having our software implemented across all 1,200 users. He mentioned that in order for that to be possible we would also need to offer some sort of professional service dude to the fact that they do not have the bandwidth to analyze the data that would come out of ever user.
I provided him with a proposal with an attractive discount due to the fact that we have been working 3 years and that we will be providing 1,200 licenses and professional services. He reviewed the proposal and his response was not only asking us for a further reduction in the licence cost but that the professional service element be completely free. He then finishes the email by saying, let's make this a win win situation (I felt sick)
Now emotions aside, I understand that is definitely a Super win-lose situation for us.
I believe I am going to take the route of explaining to him that I doubt he sees the value in our system and offer to provide him with a thorough presentation as to how he will get his ROI. If he still doesn't budge then I reckon I'd have to walk away because it just seems like he is asking for way too much.
What do you guys think? Let me know if you need any additional details.