Treat your people like cr-p, and cut staffing so the remaining people have to pick up the slack.
Cut sales and support staff and undermine customer support which for the most part in CS is fixing the horrible billing problems. The billing structure is and has been riddled with constant errors for decades.
To me, this only yields unhappy people and customers. How sustainable is that?
Why would anyone in their right mind want to work there?
Free turkeys maybe?