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"Customer retention" "Reduced churn rate" "New customer acquisition costs $X.XX. Retaining N customers pays for the software." The company I work for has a better than 99% customer retention rate. When you get to an impressive number like that, it becomes a big lever for sales and marketing to use. So customer retention could be a goal in and of itself. On the other hand, if your platform is so hard to use and counterintuitive, then maybe the effort/money is best spent on solving the root problem rather than just putting a band-aid on the symptom. It may be that after your research and cost/benefit analysis, your idea doesn't stand up. Gotta be ready to let it go, if the math doesn't work.