Weekly active users at a large Atlan customer fell 20% three months after deployment. How would you find out why?

Introduction

A large enterprise customer deployed Atlan three months ago. Onboarding went well: connectors to Snowflake, dbt, Tableau and Power BI were set up, thousands of assets were catalogued, and a launch campaign brought hundreds of users into the product. But weekly active users (WAU) at this customer have now dropped 20% from their peak, and the customer's renewal is nine months away. The customer success team is worried, and the PM has been asked to find out why.

This is a classic B2B root cause analysis. Usage drops after launch are common, so the real question is whether this is a healthy settling after a launch spike, or a sign that the product is not becoming part of daily work.

Step 1

Clarifying Questions (3 minutes)

• How is WAU defined: any login, or meaningful actions like search, viewing an asset or editing metadata?

• Hypothetical answer: Any user who performs at least one search, asset view or edit in Atlan's UI in a week.
• Impact: Usage through Slack, browser extension or APIs might not be counted.

• Is the 20% drop measured against the launch peak or a stable baseline?

• Hypothetical answer: Against the peak in week four after launch, when training sessions were running.
• Impact: Some drop is expected; we need a baseline from similar customers.

• Has anything changed at the customer: reorganisation, new tools, a champion leaving?

• Hypothetical answer: The internal data governance lead who championed Atlan moved to another role last month.
• Impact: A strong candidate cause.

• Has anything changed in Atlan: releases, connector issues, UI changes?

• Hypothetical answer: A navigation update shipped six weeks ago; a Tableau connector had sync delays two weeks ago.