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TL;DR No. Caring about your customer isn't killing your business. Actions Steps are: 1. Stay Focused 2. use online tools like live chat and a CRM 3. Create an i
by hxta98596 10y ago
TL;DR No. Caring about your customer isn't killing your business. Actions Steps are: 1. Stay Focused 2. use online tools like live chat and a CRM 3. Create an internal and external FAQ thing.
The "Actually" in the title should have been enough of a red of flag to not click. I did anyway. The article is long. 3x longer than needed I think and wasting people's time will drive them away. Article also includes a recommendation to read some Gary Vaynerchuk book. That says all you need I think, but your mileage may actually vary.
- cmdkeen 10y agoThe CRM system (used well) is crucial for that. How long are you spending on average doing CS work? Are some customers more expensive to service than others? Are you charging enough (patio11 says no) to cover the costs of customer service? If you're not then no amount of growth will help. If you have companies requiring Enterprise level support and you're charging them Startup prices then something needs to change. There's also a level of intellectual honesty required about how mature your product is. You may be spending ages dealing with some customers because they aren't early adopters and your product isn't yet ready for their needs.