The board wants the retention number up, and the customer wants a problem fixed that does not show on any dashboard. It used to feel like a tug of war. Now I sit in that meeting and hold both at once, because I have come to see that taking real care of the customer is what keeps the numbers healthy in the first place.
More people experience this than they realize.
You have learned to hold the business math and the customer's good as one thing.
If this sounds familiar, the Library can help you find the bigger picture.