When customers renew at close to 100% every year, it's usually read as a sign the product is delightful. In Workday's case, it's a sign of something else: leaving is close to impossible.
大多数人认为高续约率意味着客户满意，但作者认为这实际上反映了客户被锁定在系统中难以离开。这一观点挑战了软件行业常见的假设，即高续约率等于产品成功，而揭示了Workday的防御性商业模式。