CS Scaling and Expansion

Session Abstract

Most start-up companies rely on geo expansion as they scale in order to achieve ambitious growth targets. By tapping to new markets, we basically increase the overall total addressable market of our products. The more niche our product target market is, the more critical this is to the company's growth.

Penetrating to new markets means reassessing product market fit, re-establishing your brand and extending customer community. Going geo expansion in an opportunistic mode, might impact your customer experience, and damage your brand, and CS KPIs. While CS may not drive these decisions, we should be involved in the decision making process and highlight the impact to our leadership and board:

• What are the KPIs you should closely monitor as you grow;
• How to evaluate your team’s maturity, and grow towards a scalable one;
• What customer centric geo expansion strategy should look like;
• What are the building blocks of a CS organization; when starting from scratch and while scaling.