"Missing features" is usually just an excuse for bad workflow fit.

Whenever a customer cancels, our first instinct is to look at the feature request board. “Ah, we don't have integration X, that's why they left.

But when we actually started digging into exit interviews, the real reason was rarely missing features. It was friction. The tool required too many steps or didn't naturally slot into how their team already communicated.

How do you differentiate between someone genuinely needing a specific features versus your app simply disrupting their existing daily habits in a bad way?