I have a similar story - one of our products at $DAYJOB is a kind of CRM/ERP SaaS for a specific niche.
It pays its way, but at a huge cost of time spent on support and maintenance. When non-trivial feature requests come in, we can't feasibly drop everything else for long enough to implement it. We signal this by asking the customer to pay a lot (compared to our SaaS subscription price). Usually this dissuades them.
Every so often, we lose a customer -> support dies down -> we can add some real direction and features to the product -> we gain more customers -> we get swamped under support and maintenance. The cycle continues. I don't know what the solution is.
With spreadsheets, the customer can always fall back to cobbling together a new report or visualization by themselves.
It pays its way, but at a huge cost of time spent on support and maintenance. When non-trivial feature requests come in, we can't feasibly drop everything else for long enough to implement it. We signal this by asking the customer to pay a lot (compared to our SaaS subscription price). Usually this dissuades them.
Every so often, we lose a customer -> support dies down -> we can add some real direction and features to the product -> we gain more customers -> we get swamped under support and maintenance. The cycle continues. I don't know what the solution is.
With spreadsheets, the customer can always fall back to cobbling together a new report or visualization by themselves.