Problem description
B2B SaaS providers struggle to balance a cohesive product roadmap with the demand for highly specific, edge-case customer workflows. When software cannot accommodate unique business logic, users must resort to fragile third-party integrations or manual processes, which increases the risk of churn. This friction arises because hard-coding every customer request leads to unsustainable product bloat, while ignoring these requests prevents the software from becoming a deeply integrated solution for the client.
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