Harvard Business Review

Scaling Customer Service as Your Startup Grows

Scaling up comes with pressure to gain efficiency, and a business’s natural tendency is to squeeze customer teams. Remember, making customers successful is a growth driver in your business. You want to keep costs down, but not at the expense of your customers. Photo: Colourbox.

As your startup grows, what your customers expect and the volume of their requests will change. I’ve spent the last seven years building the customer success function at HubSpot. Along the way, I’ve talked to hundreds of founders, sales and marketing leaders, customer success vice presidents and front-line representatives about how to build a customer-first organization...

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