The first thing I think about is the costs associated. The reinforcing feedback loops increase absolute operating costs. In your example above, if 1 new customer means you need a 4th agent, is that 1 new customer paying enough to be worth it? In growth, the answer is almost always yes, since it's not just 1 new customer, but it's good to know what those incremental costs are, and where those break points are. Like if that new customer is in APAC, do we then need to stand up APAC support? Or does that new agent mean we need to reorganize the team and promote a new team lead?
The first thing I think about is the costs associated. The reinforcing feedback loops increase absolute operating costs. In your example above, if 1 new customer means you need a 4th agent, is that 1 new customer paying enough to be worth it? In growth, the answer is almost always yes, since it's not just 1 new customer, but it's good to know what those incremental costs are, and where those break points are. Like if that new customer is in APAC, do we then need to stand up APAC support? Or does that new agent mean we need to reorganize the team and promote a new team lead?