Episode 5: The Chaos of Rapid Growth Without a Retention Plan

In this episode of Churn Bites, host Dan Wilson sits down with Deb Schleede and Eric Potter from OpMethods to discuss a common challenge: what happens when a company experiences rapid growth but has no structured process for customer retention and renewals. Deb and Eric explain how many companies focus heavily on new sales, only to later realize they have no system in place to track or address churn. They break down the key steps for turning a reactive approach into a proactive strategy, including: Identifying at-risk customers and tracking churn signals in a CRM Aligning leadership and teams around clear renewal and upsell strategies Developing renewal playbooks and proactive customer engagement plans Using templates and structured processes to maximize efficiency If your company is scaling fast but struggling with retention, this episode is packed with insights on how to operationalize customer success before churn becomes a crisis. Find OpMethods at opmethods.com.