Articles on frontline managers, SaaS operations and practical AI, from The Intentional Company.https://www.theintentional.co/en-ushttps://www.theintentional.co/insights/untrained-managers-are-an-operating-cost/https://www.theintentional.co/insights/untrained-managers-are-an-operating-cost/Untrained managers cost SaaS companies in escalations, turnover, rework and delay. Where the cost lands, what the research says, and how to put a number on it.Fri, 25 Sep 2026 00:00:00 GMTManagementhttps://www.theintentional.co/insights/ai-policy-your-insurer-will-ask-about/https://www.theintentional.co/insights/ai-policy-your-insurer-will-ask-about/Cyber insurers and enterprise security reviews now ask if you have a written AI acceptable use policy. Here are the four parts of an answer that holds up.Thu, 13 Aug 2026 00:00:00 GMTGovernancehttps://www.theintentional.co/insights/shadow-ai-in-your-company/https://www.theintentional.co/insights/shadow-ai-in-your-company/Your support, success and ops teams are using AI tools nobody approved. How to find which ones, what customer data went into them, and what to fix this week.Thu, 13 Aug 2026 00:00:00 GMTGovernancehttps://www.theintentional.co/insights/six-questions-that-find-churn/https://www.theintentional.co/insights/six-questions-that-find-churn/SaaS customers decide to churn months before they tell you. Six questions that surface the pattern early, using data your team already has in the CRM.Thu, 13 Aug 2026 00:00:00 GMTRetentionhttps://www.theintentional.co/insights/two-person-dependency-test/https://www.theintentional.co/insights/two-person-dependency-test/If two people on your team were out for a week, what would stop? A 20-minute test that finds the single points of failure in your SaaS company's workflows.Thu, 13 Aug 2026 00:00:00 GMTOperations