2 min lesson
Escalate the right blockers
Tell someone how to act on this idea: "Some blockers are not yours to solve and quietly absorbing them is a failure mode."
Step 1 of 2
Escalate the right blockersdon't absorb them silently
Some blockers are not yours to solve and quietly absorbing them is a failure mode. A deep technical issue belongs with Field Engineering; a genuine product gap belongs with Product, carried as synthesized customer voice rather than a raw complaint.
“Three teams stalled on the same gap - Cursor's handling of their monorepo's build graph. I've documented it with examples and looped in Field Engineering on the workaround and I've fed the pattern to Product as a roadmap signal. I'm not going to keep running enablement against a problem that's actually a product gap.”
A stalled org often needs one undeniable new success to break the inertia. Find a high-visibility use case - a painful migration, a flaky test suite, a slow onboarding path - solve it with a champion and broadcast it. A single fresh win that the org can see frequently does more to restart adoption than another round of training.
In a case where "adoption has stalled," do not start solving. Start diagnosing out loud: "First I'd check whether this is an activation, depth or value problem, because each has a different fix." Asking for the data before prescribing is the single clearest signal of an operator who has actually turned a stalled account around.
Learn more
Optional practice
Practice: Escalate the right blockers
QAn account's overall usage has gone flat. Walk through how you'd approach it before doing any more enablement.