Customer success
Paying for three things, using one.
A customer using a fraction of what they bought is both a churn risk and, handled well, the most straightforward conversation in customer success.
By entitlement
Measured against what they are entitled to, so a customer using everything on a small plan reads as healthy rather than as low usage.
Declining matters more than low
Consistently modest usage may be fine. Usage that was high and is falling is the signal worth acting on.
Only where the data exists
Where product usage is connected, this is real. Where it is not, the page says so rather than inferring adoption from support volume.
Customer success
The rest of this area.
The proactive half, sized for a small team rather than an enterprise function.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
Keep the mailbox you already use · The AI is never metered · [email protected]