u/Icy_Percentage_184

I have observed some of the biggest product decisions come from realizing an assumption was just totally wrong.

I remember working on a feature that looked an obvious customer need. When we got into the problem a little more, it turned out the pain point was something much simpler. That totally changed our next priorities.

It was a good reminder that assumptions can be surprisingly expensive. Has your team ever had a moment like that?

ok so i was going through invoices yesterday and realized one of my clients has been paying like $40 less per invoice since we switched accounting software. somehow nobody caught it until now. does not sound like a lot but 8 months in it is actually added up more than i thought.

idk if i should say something or just fix it quietly going forward and eat the loss. has anyone dealt with something like this before?

Often when you lose a customer the reason is something like budget, priorities changed, timing, etc.

Probably true sometimes. But sometimes when I read the account again, I feel there was something more behind it. Low adoption. Missed meetings. Support frustrations. No engagement. Things that never made it into the final conversation.

It makes me wonder how often the reason customers give is the real reason versus the polite reason. For those of you managing accounts every day, how much weight do you put on churn feedback?

Have you found any good ways to uncover what was actually happening before the customer decided to leave?