Kano For Retention
Recall Kano categories and apply them to churn-risk roadmap requests.
Must-be What is a must-be need in churn management? A basic expectation that creates dissatisfaction when absent but little delight when present. Examples: security, reliability, billing correctness, core workflow availability. Priority lens Must-be vs delighter during renewal risk Fix must-be failures before betting on delighters. Roadmap debate “The reliability fix is boring; the AI feature will impress buyers.” The team is comparing a must-be failure with a delighter. Your line “For this renewal cohort, reliability is a must-be. If it fails, buyers punish us; if AI ships, it still will not repair the broken expectation.” Do not argue taste. Name…
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