Scaling Customer Service as Your Startup Grows
Harvard Business
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. Don’t obsess over metrics like inquiry volume or time to close tickets. What to do.
48 
Let's personalize your content