Recently, the CEO of a scaling technology company told me: “I worry about growing too fast.”
Before I could respond, he added: “I know—that’s a nice problem to have.”
But his concern wasn’t growth itself. It was whether the company could grow without stretching its team too thin or compromising the customer experience that built its reputation.
The pressures behind a growing business
His company has a strong product and a large addressable market. But it also has:
- A relatively small team
- A long, complex sales cycle
- Multiple stakeholders influencing each purchase
- A methodical onboarding process spanning several of its clients’ departments
For this business, growth needs to be supported by the team’s ability to deliver at every stage of the customer journey.
Making every person more effective
Typically, we get brought in to build the revenue operations (RevOps) growth machine using HubSpot, AI, and other platforms. That can have several outcomes: improved conversion rates, faster deal velocity, increased revenue, and more.
But the most important outcomes for this company are about making every person more effective.
The CEO wants to use HubSpot, AI, and other technology to reduce friction, keep sales and account management on track, and ensure customers continue to receive a consistently strong experience.
Protecting the customer experience as you scale
It may not surprise you that this company is privately held. Reputation is everything. Dropping the ball is not an option.
This company isn’t trying to move fast and break things. It isn’t pursuing growth at any cost.
It’s building the operational capacity to grow well.
That’s an important distinction—and a refreshingly sustainable approach to growth.