In his latest contribution to Forbes as a member of the Forbes Technology Council, Solutionreach CEO Jim Higgins shares what Solutionreach learned from turning off the phone and making changes to customer support.
According to Jim, "As a CEO, part of the job is making some of the tough decisions that can have a big impact on the business. When a company is more established, making big changes and trying to disrupt processes can be a risk, but it can also bring big rewards. And there are times when a decision is made knowing that there may be some pain, but the longer-term benefit will be worth it."
In this case there was pain and a lot was learned. He shares those lessons in the full article on Forbes.