True. But I think the problems are more nuanced. It is just harder to scale across EU than US. You'll need localization, marketing, customer support separately set up for different languages/countries.
As a data point, per user support costs (financial and other) are often much larger for European customers compared to the US or Asia. In my experience, it tends to be lower bump for consumer. Once you get into B2B or enterprise, European customers are significantly costlier to support than US equivalent.
It's a combination of requirements specific to markets (EU mandates like GDPR are easier train a support team on and build an escalation process), cultural expectations around handholding, not wanting to hear no for an answer unless it is delivered by an exec (and EU support teams inconsistently delivering the same message that a US would because they fear the response), and general language barriers.
In some ways, it is better to deliver arguably lower-quality support via the US with special treatment for a few key customers just to avoid having to setup support in Europe. Once you invest, you have to go all-in.
as a european, this has not been my experience at all.
> It's a combination of requirements specific to markets (EU mandates like GDPR are easier train a support team on and build an escalation process), cultural expectations around handholding, not wanting to hear no for an answer unless it is delivered by an exec.
in my opinion, very little european teams (mostly italian, czech and german teams) care about hearing the answer from an executive. Also, what do you mean about handholding?
