This is always a struggle, it is so true that all small and scaling businesses start with a full life cycle and then as you scale and grow you sil the roles to get deeper expertise, but at a cost. This is also when process and systems help but your caution is right on. What I always try and keep in my teams head, is the process, system, or customer contact doing things for the betterment of the company or the customer. Keeping this balance in mind usually helps to point out friction points for the CX. Thanks
This is always a struggle, it is so true that all small and scaling businesses start with a full life cycle and then as you scale and grow you sil the roles to get deeper expertise, but at a cost. This is also when process and systems help but your caution is right on. What I always try and keep in my teams head, is the process, system, or customer contact doing things for the betterment of the company or the customer. Keeping this balance in mind usually helps to point out friction points for the CX. Thanks
Great feedback Lee! Love the framing around company v. customer and looking for friction points
Thanks Liz,