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Yasoob Haider's avatar

This really hits home. Especially the idea that ARR can be a mirage if usage isn’t truly embedded in the customer's workflow. I’ve seen this play out firsthand—tools that looked like a win on paper but never made it past the “cool experiment” phase.

We’ve been leaning into tracking LIRs ourselves, and tools like (DexKor) have helped give a clearer picture of real usage and engagement across success and support touchpoints. It's definitely a shift from celebrating logos to deeply understanding adoption patterns early on.

Appreciate how clearly this breaks down a problem so many teams quietly struggle with.

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Steven Birdsall's avatar

Fantastic read, Liz. Love this new set of metrics and ways to consider customer success, retention, and value drivers. Thank you for spearheading such an important set of topics.

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