Confessional: I spent 6 months building "standard" enterprise features and it almost killed our NRR. I WILL NOT PROMOTE

I used to think that the goal of enterprise SaaS was to build a product that worked for everyone. I spent six months saying "yes" to every bespoke dashboard and custom reporting request from our Tier 1 prospects. I thought I was being customer-centric. I was actually just making technical debt loans. What I realized too late is that "big" usually just means "generic" in the eyes of a product team, In our case, the more "standard" features we shipped, the more our usage gap grew. Our enterprise clients weren