Yes, there were other 40 percent of customers that were leaving because the product had had some bugs, the competition was cheaper, the service had been poor, etc. But each one of those reasons represented too little, and they were very different from one another. We needed focus, focus on the one thing that would solve 60 percent of the churn rate. That focus was the initial value the customers were not seeing.
Leading Indicators: How we learned what to do today to prevent churn tomorrow