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How Salesforce Fixed Its Broken Onboarding Problem
When Salesforce faced a churn crisis in 2013, CEO Marc Benioff realized the product was too complex for new users. He didn't cut prices or add features. Instead, he restructured the entire customer success team and built Trailhead, a free gamified learning platform. This episode explores how that specific operational shift turned retention around and created a new industry standard for enterprise software adoption.
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The skinny
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