Are they developing features that customers don’t use?
Many startup and growth stage companies are fixated on feature development, yet a study by Pendo found companies spend $29.5 billion per year on features that go unused. A Standish Group report found 50% of features are underutilized while 20% are never used.
While this can happen for multiple reasons, lack of training and customer education play a big role. The Technology Services Industry Association (TSIA) found trained customers are 56% more likely to use key product features.