Reducing Churn

customer onboarding at scale reducing churn success loops

Scaling Customer Onboarding and Reducing Churn Through Practical Systems

Discover how to scale customer onboarding and reduce churn through success loops and team accountability in high growth business environments.

7 min Jan 4, 2026

breaking down silos sales and support alignment business management

The Civil War in Your Office: bridging the gap between sales and support

Discover how to dismantle the silos between your sales and customer support teams. Learn practical strategies for cross-training, shared incentives, and creating a single source of truth for your business.

Ben Schmidt 8 min Dec 17, 2025

misinformation in business customer support training iterative learning

What is the Cost of Misinformation in Customer Support?

Explore the hidden financial and reputational costs when support teams guess, and learn how establishing a single source of truth through iterative learning protects your business.

7 min Aug 26, 2025

SaaS churn customer retention Customer Success Manager

What is Churn? Understanding the Silent SaaS Killer and the Role of Customer Success

A deep dive for business owners into SaaS churn, the critical role of Customer Success Managers, and how iterative learning builds the confidence needed to retain clients.

7 min Jun 18, 2025

onboarding employee retention cognitive load

What is Firehose Onboarding and Why Does It Cause Employee Churn?

Learn why dumping information on new hires leads to turnover and how the 90-Day Drip method improves retention and team performance.

7 min Apr 18, 2025

The SOP they learned six months ago is already fading.

Death of the Binder