Choose reporting outcome for cohort retention
Declining feature use does not always reveal the customer outcome that has weakened.
The same behavior can reflect a poor workflow, an external substitute, or a changing definition of value.
“We’re not leaving, but I’m still stitching together the answers I need at month-end.”
Sabine Johnson · VP of Finance
Oversees close and cash reporting for a venture-backed software company with a small finance team.
What pulls against what
- feature retention vs. customer outcome
- scalable scoring vs. thin evidence
- fast intervention vs. meaningful learning
- cash visibility vs. reconciliation efficiency
What is at stake
Choosing the wrong adoption goal could create busywork while customers continue solving financial visibility elsewhere
Why Mercury
At Mercury, this can matter when customers continue moving money but need stronger evidence that financial operations are becoming easier.
Written for
This is the setup. The work is inside.
Running it puts you in the room: the full situation and its constraints, stakeholders who push back in their own words, and the decisions that are yours to make. What you produce becomes a Day One Plan — work you can show someone instead of describing.