The Software Paradox: Easy to Leave, More Likely to Stay

Here’s the paradox: The easier it is to leave your software, the more likely people are to stay.

When customers know they are free to go, they are more comfortable committing. That freedom builds trust, and trust builds loyalty.

Why Sticky Software Backfires

Sticky software is hard to leave. To a vendor, that might sound great. Stable revenue. Low churn. But when customers feel trapped, they do not become fans. They quietly or not so quietly look for the exit.

What the Smart Companies Knew Early

Back in the early 2000s, some Silicon Valley companies figured this out.

Instead of locking people in, they built software that was easy to start using and just as easy to leave.

That built trust. And trust became brand power.

In Australian EdTech, It Is Usually the SIS

In schools, the most sticky system is often the Student Information System. It handles enrolments, attendance, wellbeing, finance, and more.

Changing SIS platforms is not just technical. It is cultural.

Some vendors lean into that. They rely on long contracts, closed integrations, and fear of disruption.

The better ones do the opposite. They build trust. Some even quietly let schools know they will not enforce a contract just to trap an unhappy client.

Even after a system change, schools often need read only access for a period — for audits, reporting, or peace of mind.

Some vendors provide this with no fuss. Others use it as a final revenue grab.

If you are planning a system exit, ask about this early. It tells you a lot about who you are dealing with.

The Hidden Damage of Stickiness

When people cannot leave easily, you stop hearing when they want to. That creates complacency:

• Support weakens

• Innovation slows

• Pricing drifts from value

• Great staff leave

By the time you notice, the damage is done.

Make It Easy to Leave On Purpose

Want to build real loyalty? Design your product so customers can leave without drama.

• Build integrations

• Offer well documented APIs

• Make onboarding simple and offboarding too

• Help clients exit if they want to

This keeps your product, your people, and your company sharp. Because every day, your customers are choosing to stay.

And Yes, It Helps You Sell

When people are not scared of getting stuck, the sales conversation shifts. Instead of, “How risky is this?” They ask, “Why not give it a try?”

You build trust faster, shorten the sales cycle, and create a better customer experience from day one.

The Real Competitive Advantage

Sticky software might inflate short term numbers. But easy to leave software builds real relationships and long term success.

People trust what they can walk away from. And in a world full of noise, trust is the loudest thing you can earn.