eCommerce Process Improvement Scaling 
Harvard Business Review
SEPTEMBER 11, 2017
In later stages you’ll want people who think about how to scale through process, training, and systems. There are three very common shiny objects that derail customer success efforts in the early stage: Process improvements to issue routing, issue classification, and automated responses seem reasonable.
Harvard Business Review
AUGUST 7, 2014
Wedell-Wedellsborg also recommends testing ideas on a small scale. Since the shift toward ecommerce, Restorsea has raised an additional $45 million in funding and is “tremendously more profitable,” she says. Force people to come up with practical experiments so they then get honest feedback about what works and what doesn’t,” he says.
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