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This Software Company Can Boost Your Retention Rate Gainsight, a customer-success management company, helps increase customer retention for small but quickly growing companies.

By Jeff Kauflin

Opinions expressed by Entrepreneur contributors are their own.

Most healthcare facilities do their staff scheduling on paper. OnShift, a software-as-a-service (SaaS) startup that automates the scheduling process for nursing homes and other healthcare facilities, is trying to change that.

Even with sales growing 90 percent annually since 2008, Mark Woodka, CEO of the Cleveland-based company, was obsessed with the thought of customers abandoning his SaaS scheduling program. The management team discussed churn "at every single meeting," fearful that they lacked the manpower to retain their ballooning customer base.

Woodka considered hiring additional customer-service managers.

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