Scaling Customer Service as Your Startup Grows
Harvard Business Review
SEPTEMBER 11, 2017
Scaling up comes with CFO and board pressure to gain efficiency, and the natural tendency of a business will be to squeeze customer teams. HubSpot’s CEO, Brian Halligan, defines a scale-up as “Pouring resources in fast and getting a big return on them without the wheels coming off the bus.” What not to do.
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