The Customer Who Paid Once and Changed How I Think About Metrics

Someone bought my product a year and a half ago. Paid once. Never upgraded. Never asked for anything.

Then they emailed me out of nowhere with a detailed explanation of a problem they'd solved with it. Something I'd never thought it could do. They'd built a whole process around it and wanted to tell me.

It changed nothing about my metrics. It changed everything about how I thought about the product.

I'd been counting upgrades. Here was a quiet person who'd gotten more out of my work than anyone, and it never showed up on a dashboard.

Have you ever had a customer show you something about your own product that changed how you saw it?