Home topics small-business-resources Image credit: DocuSign Expert Hot Tips Leadership Expert Three key lessons for scaling businesses Kat Warboys May 11, 2021 Ready to scale? Chances are that if you run a business, you very much want the answer to this question to be a resounding yes. However, when it comes to scaling a business, there are a few key lessons that every leader should know in order to grow better. Optimise around the consumer Historically speaking, it’s been standard practice for a business to optimise for a specific function, like revenue, rather than optimising around the customer. This siloed focus creates bad handoffs, and exposes consumers to an organisation’s structure, as well as any cracks in it. Business silos create gaps in the customer experience that are painful for customers to navigate, challenging for businesses to resolve and get in the way of growth. However, embedding an ethos of optimising around the customer, particularly while scaling, will compel a business culture that is inherently customer centric and will have a positive impact on both business and the customer experience. Neglecting to recognise the role customers have in enabling a business to scale is risky business, with data confirming that a 5% increase in customer retention can create at least a 25% increase in profit . ALSO READ – 3 mind hacks to help you build your dream business The importance of implementing the right tech to support growth CRMs are often looked at as a sales tool, but that’s