@tanavit @pluralistic Exactly - or rather, in practice it's "we hide lost costumers to make new ones look like growth"... People, especially execs, keep forgetting that marketing departments are really good at marketing & will use the same knack for making things look better than they are against the company as they use in service of it. Of course it doesn't help to set manager KPIs that pit internal departments against each other, which these companies also always do.