We're strong proponents of finding common ground where both you and your customer get value. Every new customer has potential to be successful with your product, but they need to do groundwork before unlocking full value. We call this "Day Zero" - the moment when a customer completes necessary tasks so they can start realizing the full value of your product for the job they're hiring it to do. Achieving Day Zero doesn't mean customers are realizing value, but rather that they're able to begin doing so. Defining your Day Zero involves identifying ideal end states and working backward to find ultimate causes of success. For Intercom, our own Day Zero came out of re-examining customer onboarding processes, focusing on key tasks like installing code, tracking live users, and setting up custom data attributes. Validating this definition with retention data showed a strong correlation between customers reaching Day Zero and increased retention rates. To put Day Zero to work, start small, track progress, and be on the lookout for positive side effects. Broadening its impact requires education, process changes, and resource allocation across teams. By finding your own Day Zero, you'll lower barriers to success, shorten time to value for customers, and increase retention.