I have startup software company (SaaS model) that is just me. All funding comes in from my main customer(Customer A). Product still in development and I have specific roadmap for next versions.
At the same time I sold subscription to Customer B. Customer knew what he is buying and happy with the service(features and price). Contract signed, they are using it and all is well.
What I get now is regular (~ 2 times a week) emails from Customer B asking if some certain feature can be added. With first couple I said it is on road map (it's true) but now I'm getting questions about stuff that will be there but in 1-2 years maybe.
I understand where customer comes from (doesn't hurt to ask) but I'm not sure what to answer to this kind of questions. If customer paid for development - I might include it, but even in that case I'd rather not do this stuff. So, I wonder what is correct way to say that:
- No, we not including features you asking about any time soon
- Right now we busy with doing work that we getting paid for (separately from service)
- We might do what you ask about sooner if you "sponsor" this development
P.S. I'm very green in all customer care and sales aspects. Customer B is my first actual product/service SALE. Customer A is my customer for 12 years.