Tom Chan

When I used to lead operations and finance at my first company, we knew we had a good MVP that had been tested successfully for 2 years already. We were eager to scale up and expand to new markets, but we hit some major roadblocks on the way because operationally we weren’t efficient enough to deal with the rapidly increasing number of customers.

People would reach out to us through social media and customer service channels but there was no clear process for converting them to our product. At the same time product features couldn’t support all the new users so it kept breaking down. On one hand, we were losing potential customers who were already interested, on the other, we were losing customers who were dissatisfied in our product.

Tom Chan
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