The Scalability Trap
Service-Market vs. Product-Market Fit
Service-Market Fit
Extraordinary Team
Customers stay because your people are exceptional.
Manual Hand-holding
Founder or CSM-led onboarding is mandatory for value.
Relationship Dependency
Retention drops immediately if the account manager leaves.
Product-Market Fit
Indispensable Product
The product delivers value independently of individuals.
Scalable Onboarding
Users activate and find value through self-serve workflows.
Structural Retention
Customers stay because the product is integrated into work.