Lenny’s Podcast91 min
How Intercom rose from the ashes by betting everything on AI
Eoghan McCabe · Aug 21, 2025
Key learnings
- When growth stalls in a late-stage SaaS business, cut costs hard and pick one clear strategic lane instead of trying to serve…
- Simplify and fairly price your product even at short-term revenue cost; McCabe gave away roughly $50M ARR to replace confusing…
- Price AI products on outcomes that align with customer value, like charging 99 cents per resolved ticket, rather than on the…