Customer happiness can feel encouraging, but it is not a dependable measure of adoption or value. Use cases provide something far more concrete. They reveal why a customer bought, how they intend to use your product, and what outcomes they expect to see.

In this video, Michael Lydon from G2 shares why documenting use cases early and revisiting them often leads to stronger alignment and clearer value throughout the customer relationship.

He explains how to:

  • Log use cases from day one to anchor the partnership in real outcomes

  • Understand the original purpose behind the purchase and what the customer expects to achieve

  • Stay aligned even when champions or points of contact change

  • Reorient new stakeholders quickly with the customer’s original goals

  • Confidently demonstrate impact during QBRs, renewals, and executive conversations

When you lead with use cases, you move beyond surface level sentiment and create a consistent, customer aligned narrative of value.