Hi Alex, Let's spend the next sprint on the defect backlog. We close fewer defects than we take in, and the attached projection shows the backlog roughly doubling over the next year if nothing changes — so this only gets more expensive to fix. Three things we get from the sprint: 1. **We stop losing customers we already have.** Customer Experience and Research tie defects directly to churn; the second chart plots the two together, and the interview shows how it plays out for one account. 2. *...
Scanned 9/19/2026
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Hi Alex,
Let's spend the next sprint on the defect backlog.
We close fewer defects than we take in, and the attached projection shows the backlog roughly doubling over the next year if nothing changes — so this only gets more expensive to fix.
Three things we get from the sprint:
1. **We stop losing customers we already have.** Customer Experience and Research tie defects directly to churn; the second chart plots the two together, and the interview shows how it plays out for one account.
2. **We stop the reputational bleed.** User posts and a formal complaint from a major account are all public or semi-public, and each one outlives the defect that caused it.
3. **We make deals easier to close.** Sales reports that these concerns are already costing us close rates — every sprint we wait, they carry the objection again.
Can you confirm the backlog as next sprint's focus before planning?
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