Did you ever think "most of our customers will probably be fine with this"

if so, perhaps it's one of the expensive thoughts for your business

we said this three times in the same quarter. about pricing. about a feature removal. about a plan restructure.

and every time the "most" were fine. it was the small chunk who weren't that caused all the problems. bad reviews, churn, a very uncomfortable period in slack.

the people who are fine just quietly renew. you never hear from them. the ones who aren't fine are much louder than their numbers suggest.

the way we try not to repeat this now is just segmenting properly. like who's high value, who's low value, who's probably only here temporarily. nothing fancy honestly.