1 min lesson
Triage from the data first
Use two rows in "Triage from the data first" to state the practical decision rules.
Step 1 of 3
Triage from the data firstclassify before you act
- What the data shows
- Seats provisioned, few ever activated
- The problem type
- Activation problem
- What it usually means
- Onboarding friction, SSOSingle Sign-On. One company login (usually via SAML or OIDC) instead of a separate password per tool. Press Enter for the full definition./login snag or no enablement reached them
- What the data shows
- Activated but shallow - only Tab, never agent
- The problem type
- Depth problem
- What it usually means
- They got in but never learned the workflows that create real value
- What the data shows
- Used at first, then dropped off
- The problem type
- Value-perception problem
- What it usually means
- The novelty faded and they didn't find a habit worth keeping
| What the data shows | The problem type | What it usually means |
|---|---|---|
| Seats provisioned, few ever activated | Activation problem | Onboarding friction, SSOSingle Sign-On. One company login (usually via SAML or OIDC) instead of a separate password per tool. Press Enter for the full definition./login snag or no enablement reached them |
| Activated but shallow - only Tab, never agent | Depth problem | They got in but never learned the workflows that create real value |
| Used at first, then dropped off | Value-perception problem | The novelty faded and they didn't find a habit worth keeping |
The same flat curve has three different cures. Name the type before you spend effort.
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Full explanation
Run down the usual suspects
Run down the usual suspectsthe common root causes
No respected peer carrying it inside the team.
Fix: recruit a real one or convert a skeptic with a win.
An SSOSingle Sign-On. One company login (usually via SAML or OIDC) instead of a separate password per tool. Press Enter for the full definition., privacy-mode or data-retention question quietly froze usage.
Fix: get it on the table and escalate to the right partner fast.
Weak project rules mean mediocre output and lost trust.
Fix: build a strong rules baseline on their codebase with them.
An exotic language or toolchain Cursor handles less well.
Fix: reset expectations, find the workflows that do shine, escalate the gap.
Re-segment the accounta healthy team and a dead team need different things
An account is rarely uniformly stalled. Usually some teams are thriving and others are dark and the org-level average hides both. A single blanket push wastes effort on the healthy teams and under-serves the dead ones.
- Break the account into team-level health, not one org number, so you can see who's actually stalled.
- Mine the healthy teams for the success story and the champion you'll redeploy.
- Give the dead teams a targeted intervention aimed at their specific problem type, not the generic deck.