The Adoption Gap Tracker
Finding accounts that pay for a product but don’t seem to use it.
A global analysis pattern that flagged customers with active contracts but missing or zero adoption signal, then classified the gap by likely cause. It surfaced quiet risk before it became a renewal conversation.
The problem
In subscription software, silence is expensive. A customer who has stopped using a product rarely announces it — they simply don’t renew. The earlier that silence is noticed, the more can be done.
The approach
Combined entitlement data, adoption telemetry, and provisioning records to categorise gaps — provisioning error, enablement gap, account blind spot, or real disengagement. Each category unlocked a different playbook. The value wasn’t the flag; it was knowing which door to knock on.
The outcome
A prioritised watchlist that pointed teams at the smallest number of accounts capable of the largest recovery — a pattern I still reach for when thinking about quiet churn.