A couple months ago I was watching my churn climb and I couldn't figure out why. MAU was fine. NPS was fine. People were paying me, then quietly leaving four or five months later. I'd been building a little orchestrator on the side it pulls Stripe + my product analytics + my support inbox into one place, mostly for my own ops. (I open-sourced it as OpenYabby MIT, https://github.com/OpenYabby/OpenYabby) On a whim I asked it to run a "customer fit audit" across everyone paying me, flagging anyone whose usage didn't look like they were getting value. It came back with three names. Two were on my Pro tier ($79/mo each). One was on my biggest tier ($299/mo). The reasoning was uncomfortable to read. Customer A had logged in twice in 60 days and only ever used one feature a feature I knew was inferior to a tool that costs $19/mo.…