I run this across a group of companies that are all non-technical, so this one hits home. I've landed close to where you moved to, but with one shift: the variance everyone's naming (hand-holding, how much they've already written down) doesn't get absorbed, it gets fenced. what killed my margin early was letting clients edit the structure freely. give a non-technical team write access to the folders and drift comes right back, and every drift is a support call, so the "product" quietly rots into bespoke consulting again. so now they operate through a narrow interface that only reads and does constrained writes, and the structure has one owner: me, or honestly an automated janitor that flags stale files, dead links, anything that moved. that piece I can actually price, because it's bounded and repeats identically per client. the process-mapping and culture work stays on a consulting meter, never in a seat price. the cost nobody puts in the model is the one Mike named upthread: the demos and the re-explaining. that's not delivery, it's sales, and it's brutal. I'd carry it as CAC, not onboarding. for those further along on pricing, are you keeping structural write access after handoff, or handing it over and charging the re-cleanups as they come?