What your churn data isn't telling you
The customer said they left for a better price. The churn report records it as price sensitivity. Neither captures the failed installation, the eleven-day delay, the service that never quite...
Read MoreWhy treating OLOs like email contacts is costing you wholesale relationships
Email is not an operational system. When the primary mechanism for keeping wholesale partners informed is a message to an account manager, the information has to travel through several unreliable...
Read MoreYou're scaling your headcount instead of your platform.
Every time volume grows and the answer is another hire, the underlying economics get a little worse. The operations team that used to handle 300 installs with ten people now...
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