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> because we've elected not to invest resources further into a specific feature (low demand, market is turning away from this feature, the investment is simply

> because we've elected not to invest resources further into a specific feature (low demand, market is turning away from this feature, the investment is simply too great at this point to justify the cost) Just curious, what happens if you tell them why you've chosen not to invest in the feature they want?

csydas 6y ago
What makes you think we don't? :) We try to be very transparent about whether or not something's on the roadmap, or why it's not when it's not. The point I was trying to make is that often, the power users don't take it very well at all. Most of the time it's just disappointment, but we will often get a variety of flawed arguments in response to our reasoning, which I get is just frustration that they aren't getting their request. Edit for further comments: If you're honestly curious on the array of responses, usually it's just continual expressions of disappointment that we aren't. Some of the more adamant users will do one or more of the following: - insist our data is wrong - insist our prediction is wrong - insist the market is wrong - demand the feature anyways - insist it's not that much of a development time sink - ignore all the reasons and just post complaints and of course much more. It's normal, of course, and it does tend to be a smaller subset of users, but there are enough that they keep me busy week in and out.
- vulcan01 6y ago
  > What makes you think we don't? :) I assumed you did, I've just never been responsible for responding to customers so I was curious about what power users say. I wonder if a solution is to let them add their feature to your software (like browser addons)? Of course, this doesn't work for all kinds of software, and maintaining the addon API would be added work, but it might appease power users.
  - csydas 6y ago
    yeah, I realized I maybe misread your statement, so that's why I edited it. >I wonder if a solution is to let them add their feature to your software (like browser addons)? In fact we have a powershell integration and RESTAPI they can develop on. But the simple fact is that a lot of these users don't want it, they want it baked into the product core functionality since we don't personally support such custom projects. We offer that we will validate that all the endpoints work correctly, but that's it, and for medium larger businesses, this typically is a "no go". It's either baked in feature, or it's not a feature. Even for the smaller "power users", most of the time they don't want to take the time to develop the functionality themselves (which I get, it's time consuming to develop). But the option is there, just not utilized.

csydas 6y ago

What makes you think we don't? :) We try to be very transparent about whether or not something's on the roadmap, or why it's not when it's not. The point I was trying to make is that often, the power users don't take it very well at all. Most of the time it's just disappointment, but we will often get a variety of flawed arguments in response to our reasoning, which I get is just frustration that they aren't getting their request. Edit for further comments: If you're honestly curious on the array of responses, usually it's just continual expressions of disappointment that we aren't. Some of the more adamant users will do one or more of the following: - insist our data is wrong - insist our prediction is wrong - insist the market is wrong - demand the feature anyways - insist it's not that much of a development time sink - ignore all the reasons and just post complaints and of course much more. It's normal, of course, and it does tend to be a smaller subset of users, but there are enough that they keep me busy week in and out.

vulcan01 6y ago
> What makes you think we don't? :) I assumed you did, I've just never been responsible for responding to customers so I was curious about what power users say. I wonder if a solution is to let them add their feature to your software (like browser addons)? Of course, this doesn't work for all kinds of software, and maintaining the addon API would be added work, but it might appease power users.
- csydas 6y ago
  yeah, I realized I maybe misread your statement, so that's why I edited it. >I wonder if a solution is to let them add their feature to your software (like browser addons)? In fact we have a powershell integration and RESTAPI they can develop on. But the simple fact is that a lot of these users don't want it, they want it baked into the product core functionality since we don't personally support such custom projects. We offer that we will validate that all the endpoints work correctly, but that's it, and for medium larger businesses, this typically is a "no go". It's either baked in feature, or it's not a feature. Even for the smaller "power users", most of the time they don't want to take the time to develop the functionality themselves (which I get, it's time consuming to develop). But the option is there, just not utilized.