Your support queue is lying to you about churn
In short
Most founders read a quiet support queue as a healthy customer base. It isn't. A support queue is a sorting system, not a detection system: it ranks the people who raised a hand and tells you nothing about the ones who stopped bothering. The signal that matters is the drop. An account that used to argue with you and went quiet didn't get happier. It stopped expecting you to fix things.
Key points
- Separate always-quiet accounts from accounts that went quiet.
- A customer complaining about onboarding is still invested, and often a safer renewal.
- Pull your drop-off list this week.
