Given continually stretched development resources, a productivity software firm needed to know if it could move resources from supporting Version 1 of its flagship product to developing new features and releases. Sales worried that discontinuing the version might adversely affect a substantial number of customers.
Software product management had support data suggesting that Version 1 usage had dropped off substantially. However, the sales organization was adamant that many customers were ‘quietly’ using this legacy product without ever contacting support. With inconclusive information from both support and sales, how could product management know for sure?