@alavi

I’m not necessarily marketing it as good ROI, but making the point that the argument being used ("it only affects 1% of users") is invalid as it assumes that a statistic that is the effect of past decisions gives any indication of what that number would be after the work is done. The effort you put in, regardless of your ROI calculations and how large of an effort you decide on, will change the percentage.

Never mind that the statistic is often just completely made up and most organisations just don’t know, adding the risk of making things worse and essentially kicking people out.