If you’re a startup and you haven’t thought about customer support, you’re not alone. In a recent survey of startup founders and decision-makers, more than 70 percent of respondents reported they do not have a formal customer support strategy in place. And it’s no surprise. Founders have a lot of competing priorities—building product, fundraising, establishing product-market fit, assembling a team, defining their company culture.
While we all know intuitively that a startup will only survive and grow by acquiring and retaining customers, getting from recognition of that fact to building a strategy to serve customer needs requires effort. No matter what stage you’re at, every decision to focus resources somewhere means that there are fewer available for everything else.