This is a YouTube video titled "Don’t Dilute Your Customer Success❌ | Matthew Ryder" featuring Matthew Ryder discussing the challenges businesses face in maintaining strong customer success as they grow, emphasizing the importance of focus and consolidation to avoid dilution of customer fulfillment.
You get awesome customer success. And then from there, like, you grow. Yeah. I mean, because you're getting good customer results. But then, like, as you grow, it's difficult to focus on all areas. So if even if your customer fulfillment stays the same, but it gets diluted somewhat, it's not as good. Then it's like, you got to consolidate and then, like, put the, the effort, energy, the time, and the thought back into the customer to then get it to a place where, like, you're comfortable to grow again. Otherwise, you just end up with a business that, like, just constantly grows. And then your customer department gets so heavily diluted that you just end up, like, such a bad name you can't recover from it, which we've seen tons of businesses do.
