Managing Custom Feature Requests in SaaS
Balancing closing large enterprise SaaS deals and managing custom feature requests is crucial. While selling a mostly out-of-the-box solution is ideal, handling custom work effectively is key for growth.
Strategies for Managing Custom Feature Requests
Prioritize Reusability and Top Customers: Align your team on a policy for custom work. Focus on requests from key clients that can be reused for other customers in the future. Limit the number of concurrent custom projects.
Establish Clear Guidelines: Will this feature benefit other customers? If so, and it aligns with your roadmap, prioritize it. For true one-offs, push back or charge a premium. Look for patterns in requests.
Charge for Custom Work: Monetize custom features and integrations. Position them as premium services with appropriate pricing. This offsets development costs and ensures client commitment.
Prioritize Configurability: Empower customers to tailor the platform through configuration, not custom code. This reduces technical debt and improves scalability. Offer configurable reporting tools as an example.
Consider Outsourcing: If resources are limited, outsource custom work to a trusted partner, especially for integrations. Ensure quality and roadmap alignment.
Create a Playbook: Document your process for evaluating, pricing, and approving custom requests. This ensures consistent handling by the sales team.
Learn from Custom Requests: View custom requests as learning opportunities. They can reveal product gaps or future expansion areas. Use them to stay ahead of customer needs.
Be Prepared to Say No: Decline deals with excessive custom requirements that don't align with your roadmap. Focus on customers who value your core offering.
Communicate Core Value: Ensure your sales team can clearly articulate the value of your out-of-the-box solution. This reduces the likelihood of unnecessary custom requests.
Win Competitive Deals: Saying "yes" to custom work when competitors say "no" can be a winning strategy. Use this tactic strategically.
Effective management of custom feature requests allows you to win enterprise deals while maintaining scalability. It can even become a competitive advantage, demonstrating your willingness to partner with clients.
