How our freemium plan failed
It sounds like the freemium experiment was a success (11% conversion rate), and the failure was your lack of preparedness to scale to support the extra load it brought with it.The 60 customers that were lost during that time period - were they pre-existing customers from before the freemium switch, or new customers? Did they leave because the technical issues or because they saw the freemium version and decided they didn't want to pay any more?