Fortunately it doesn't happen too often, and some can be attributed to our somewhat complex feature matrix that differs by regions due to reasons.

On the other hand, in our niche customers usually don't swap software providers often due to integration work needed.

When an opportunity arises, it's usually because the yearly license expires. So we got to either sell it now with a hard deadline in the near future, or wait 5+ years till next time they switch.

So that can lead to sales being a bit optimistic when making the pitch.