Kick them out or put a paywall?
We're in a bit of a situation right now where we have a fairly large corporation that has been using our SaaS platform for over a year, and they keep dodging meetings to pursue a commercial deal, essentially using the product for free.
Context: Over a year ago, we built an AI chat for industrial companies and were desperate to get LOIs (letters of intent) to raise money.
The deal was mutually beneficial: we got users to test the product so we could improve it, and they got an AI they could use for free. The platform has evolved A LOT since then, but they are still just using the chatbot, and they have a MASSIVE amount of documents we have processed for said chatbot.
The users from this company are using the product daily, and we have internal champions speaking highly about it to the CEO/GM, but this guy keeps dodging meetings "I don't have time", "it's too many fires to put out right now," etc.
Now we have more downside to keeping the users on the platform due to high COGS than leaving them to use it for free, and it has been a year now of free pilot.
I know that a free pilot is never a good idea, but we needed that for LOI + benefited from active users to build the platform.
Should I just put a paywall now so that the next day, when someone logs in they see "you ran out of credits"? Or should we just be patient and nag the CEO to sign the deal?
First time founder here, your help is much appreciated, thanks!