Excellent read about why "Free!" isn't a good business model.
http://blog.trak.io/freemium-vs-free-why-we-ditched-our-free-plan/
I hadn't thought about Free! not being a competitive advantage before (but, then, I never considered it a competitive advantage - just a way to open the door to conversation).
And free users needing the most support is spot on. Spot on. They're the hardest to get rolling because they have no resources.
There's another point I'd add - and he kind of touches on it discussing Google Analytics. You value what you pay for. Something that's free often has less value to you than something which has a cost. Because you pay for it, you engage in it and use it and it becomes part of your life. Free... is just something you expect to be there and work, but often refuse to invest the time in understanding.
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