[jwitchel]

That's not quite right. It's not the support. It's the churn metrics. A guy who uses your system episodically can give the appearance of a high churn rate. This is very bad and if you're raising money can imply that your system isn't sticky which lowers your valuations. If you're in the fundraising game that's actually worse than a few extra dollars of revenue.

[social_quotient]

Goodhart's law - When a measure becomes a target, it ceases to be a good measure.

[ta988]

We need another law here... When everybody maintains bad measures despite knowing they don't work. Impact factors in science are another example of that. You can say it is broken and proove it, your jury for grants or positions will still ask you to put the numbers next to your papers, and if you don't they'll do it themselves...