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Scaling Customer Service as Your Startup Grows

Harvard Business Review

SEPTEMBER 11, 2017

Along the way, I’ve talked to hundreds of founders, sales and marketing leaders, customer success VPs, and front-line reps about how to build a customer-first SaaS organization. Your #1 focus at this stage is product-market fit. Your company has (mostly) solved product/market fit. What to do. What to do. What not to do.

Metrics 13
Metrics Engineering Efficiency Learning-by-Doing 13
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We Appreciate Your Business. Please Stay on the Line.

Harvard Business Review

JULY 19, 2013

FAQs are great, but customers still need to talk to your people. Open the person-to-person channel, and monitor it: Measure the call center''s queue length, answering speed, and abandoned-call proportion, as well as customers'' rate of zeroing out (hitting "0" repetitively to get an operator).

Airlines 8
Airlines Hotels Loyalty Call Center 8
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