> Are you suggesting if something is used by 10% of users

It was just an example.

> what if removing that feature means that 10% of users who use it are no longer paying customers?

I can think of scenarios where that feature for 10% of customers is causing issues for rest 90% of customers, or eating up all the support time or ops teams' time.

> The business reality is when a feature is added, there's almost no way to remove it,

Even code-wise. Once a framework is adopted, it is hard to rip it out to make things lean again without making a fundamental change.