Markets
CROSS-CATEGORY: Outcome / Per-Resolution Pricing Hardens Into the Default — Backed by Accounting Guidance and Quantified Churn Risk
Three threads converge on the same conclusion: support vendors bill per resolution (Intercom $0.99, Zendesk $1.50–$2.00), Deloitte issues revenue-recognition guidance for outcome-based agentic pricing (June 4), and Lemkin quantifies the downside — 82% gross retention as prompts stay portable. Outcome pricing fixes the 'one agent replaces five seats' margin math but imports usage volatility and weaker retention. The cross-category read: the industry is trading predictable seat ARR for value-aligned-but-lumpy outcome revenue, and the accounting/finance stack is now catching up to it.
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