Blog / Company
What we learned from our first thousand customers
Adrian Costa ·
After a thousand customers, the clearest pattern is that teams do not churn because a feature is missing. They churn because the tool stopped reflecting reality, and once it is wrong, nobody trusts it enough to fix it.
Adoption is decided in the first week
Teams that import their real work in week one stay. Teams that start with a pilot project on the side almost never convert it into daily use — the pilot becomes a second system, and second systems get abandoned.
The metric that predicts retention
Not seats, not issues created. It is whether project updates are still being written in month three. An updated project is evidence the tool still describes reality; a stale one is the first sign a team has moved back to chat.
What people ask for versus what they need
The most requested features are usually more configuration. The changes that actually reduced churn did the opposite — fewer required fields, fewer states, fewer decisions on the way to filing something.
We now treat a request for more configuration as a signal that a default is wrong, and fix the default first.