> that is, users can switch to a competitor product like Asana, Basecamp or Monday.com with minimal cost (other than the initial hassle of switching to a new system).

I can tell the reporter has never used or operated something as integral as a ticketing system at scale. These systems are integrated everywhere to automate operations flows. They’re used to continuously enforce compliance. The list goes on. Ripping them out at an enterprise company is very painful. Then on top of all that, you have to re-train everyone on how to use a new system.