SaaS Growth

What Factors Should Guide the Removal of Underused SaaS Features?

Shad Super

• 2 min read

Summary

Removing underused SaaS features requires a strategic approach that balances customer needs, business objectives, and resource allocation. Key considerations include customer feedback, usage data analysis, competitive analysis, cost-benefit evaluation, and potential impact on customer satisfaction. This guide provides insights into effectively guiding the removal process.

Customer Feedback and Usage Data

Identifying Underused Features

Begin by collecting and analyzing customer feedback and usage data. Use analytics tools to track feature utilization rates. Features that remain consistently underused may be candidates for removal. Surveys and direct feedback can also provide insights into why certain features are not being used [How to Improve Your SaaS Products with Customer Insights, 2020].

Customer Segmentation

Conduct a detailed analysis to determine if certain customer segments rely on the features in question. Even if overall usage is low, the feature might be critical to a niche customer group [Know Your Customers’ “Jobs to Be Done”, 2020].

Competitive Analysis

Evaluate competitors' products to identify if they have similar features and how they are perceived in the market. Removing a feature that competitors offer might disadvantage your product [Competitive Analysis in SaaS Product Planning, 2023].

Feature Benchmarking

Compare your features against industry benchmarks to assess their relevance and necessity. This can provide context and justification for feature removal [Market Guide for Product Management Tools, 2022].

Cost-Benefit Analysis

Resource Allocation

Consider the cost of maintaining underused features, including development, testing, and support. Removing such features can redirect resources to more valuable initiatives [How to Conduct a Cost-Benefit Analysis, 2021].

Impact on ROI

Analyze the potential impact of removing features on your ROI. If a feature does not significantly contribute to revenue or strategic goals, its removal might be justified [The Risky Business of Product Feature Creep, 2010].

Customer Satisfaction and Communication

Communication Strategy

Develop a clear communication plan to inform users about the removal of features. Explain the rationale behind the decision and provide alternatives if available [How to Say Goodbye to a Feature, 2019].

Change Management

Implement effective change management practices to minimize disruption and maintain customer satisfaction. Offer support and documentation to help users adjust to the changes [The People Power of Transformations, 2017].

Conclusion

Guiding the removal of underused SaaS features requires a strategic approach that involves understanding customer needs, evaluating competitive dynamics, and assessing the cost-benefit balance. Effective communication and change management are also crucial to ensuring customer satisfaction during the process.

References

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