Every meeting I'm in is about retention, churn, and lifetime value. I used to feel proud of the numbers. Lately I sit in those rooms and wonder whether we're actually helping the people paying us, or just getting very good at making it hard for them to leave. I can't tell anymore which one my job really is.
More people experience this than they realize.
You can't tell if your business is serving its users or just extracting from them.
If this sounds familiar, the Library can help you find the bigger picture.