Imagine your ideal customer: She pays her bill on time each month, communicates concisely but courteously, and never requests customer support.
On the surface, she might sound like a success story. But consider another explanation: She’s a busy professional, led by a supervisor who wants the latest technology but doesn’t use it herself. She could be getting more value from the tool, but she sticks with her old method because it’s familiar. She stays quiet while the company pays full price for a partially leveraged product.
