Customer churn is inevitable. But when you're delivering phenomenal results for clients and they suddenly start heading for the exit, it becomes puzzling and feels very personal. What could you possibly be doing to spark that vote of no confidence?

Every business has been through some version of this disappointment. But at my company, a holistic digital marketing agency, it seemed to be happening on a monthly basis. Still, we went on as though it weren’t happening, avoiding any attempt to get to the bottom of the problem.