Faced with a large deal from Robinhood requiring custom work, Assembled's engineering team was hesitant. They created a detailed document analyzing if the custom requests were generalizable blueprints for future enterprise clients or a one-off distraction. This framework helped them decide which deals would accelerate growth.
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To shift a services-oriented company to a product mindset, frame productization as a competitive advantage. Repeatable, productized solutions offer greater market differentiation than purely custom builds, leading to more effective competition and new deal wins. This tangible benefit helps secure buy-in from sales and leadership.
Instead of treating consulting and product as separate, CNX uses feedback from services projects to inform new features. A requested customization is often built directly into the core Valence product, benefiting all customers and creating a tight feedback loop.
During a transformation from services to product, identify and commercialize the reusable tools that services teams have already built to support clients. Instead of starting from scratch, productizing these existing "mini-products" aligns them with the broader product strategy, saves development time, and leverages proven solutions.
Harvey's Forward Deployed Engineering team isn't just for building custom solutions. It's a strategic product discovery tool. By embedding engineers with large clients who have undefined GenAI needs, Harvey identifies and builds the next set of platform features, effectively using customer problems to pave its future roadmap.
Co-developing a product with just one enterprise client (N=1) is a trap. It leads to a "Frankenstein" solution tailored to their unique problems, making it nearly impossible to scale and sell to a broader market without significant rework.
Assembled knew they had a real business when they discovered that Stripe, Casper, and Grammarly—all unaware of each other's efforts—had independently built the same color-coded spreadsheet to solve workforce management. This pattern of convergent, homegrown solutions signals a powerful, unmet market need.
Avoid the trap of building features for a single customer, which grinds products to a halt. When a high-stakes customer makes a specific request, the goal is to reframe and build it in a way that benefits the entire customer base, turning a one-off demand into a strategic win-win.
Constantly delivering custom solutions is inefficient and destroys profitability. Instead, define a standardized, repeatable service package that can be sold and delivered consistently, maintaining high margins and simplifying operations.
To avoid the customization vs. scalability trap, SaaS companies should build a flexible, standard product that users never outgrow, like Lego or Notion. The only areas for customization should be at the edges: building any data source connector (ingestion) or data destination (egress) a client needs.
