by Stephanie Bennett | Jun 4, 2026 | Customer Success, Operations
You’ve tried everything. Better onboarding. More frequent check-ins. Customer health scores. Discount offers at renewal. Executive escalations. You’ve made real investments in reducing churn. The number keeps moving but won’t stay down. The reason is...
by Stephanie Bennett | Jan 29, 2026 | Operations
The concept of agile was introduced to the worlds of software development and project management in early 2001 with the creation of the Agile Manifesto: Individuals and interactions over processes and tools. Working software over comprehensive documentation Customer...
by Stephanie Bennett | Jan 27, 2026 | Operations
For many, strategy may be the most misunderstood concept in business. Is it a business plan document? Is it a mission or vision statement? Is it a pitch deck? While you can record business strategy using these methods, none of them are actual strategies. A strategy...
by Stephanie Bennett | Dec 27, 2025 | Operations
I am a huge proponent of bringing business agility into companies, especially small- and medium-sized service businesses. Consider current events like the COVID-19 coronavirus, or previous events like the financial recession of the early 2010s. Service SMBs are often...
by Stephanie Bennett | Dec 8, 2025 | Operations
In last week’s post, we touched on the massive impact coronavirus has had on the service industry and small business. Weeks later, the situation has escalated to a point where the landscape has changed dramatically. Working from home virtually has become the new...
by Stephanie Bennett | Aug 19, 2025 | Operations
There is an interesting phenomenon that exists in many organizations. People are usually enthusiastic to tell you all of the different workarounds their team uses to get things done. Most people in an organization know where their processes are inefficient or flawed....
