The Loudest Customer in Your Inbox Is a Trap (opens in new tab)

A few years into running a B2B SaaS product, a friend of mine had a customer he called “the full-time job.” This company paid about $8,000 a year. They also generated, by her estimate, about 40% of all inbound support tickets, demanded weekly calls, required custom workarounds that broke every time her team shipped something new, and had gotten three different salespeople to promise features that were never on the roadmap. When they finally churned, her team celebrated. That story is more com...