It was complex, powerful, and used by maybe 5% of our customers. Those 5% loved it and were very vocal about that love. It was also responsible for most of our support burden and made the product harder to learn for everyone else. Removing it was terrifying. Those power users would be angry. Some might churn. But keeping it was holding back the other 95% of customers. We gave six months notice and helped power users migrate to workarounds or alternative tools. Some were indeed angry. A few left. Most adapted. What happened next was revealing. New user activation improved. Support load dropped. The product felt simpler and more focused. The 95% benefited in ways we could measure. The vocal minority isn't wrong to love what they love. But building for them at the expense of the silent majority is a trap. Sometimes the right decision is one that disappoints your most engaged users.