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Small Businesses and Stretched Resources
How small can small business be?
Technology has made it easier than ever for small businesses to operate on a really small scale – in the case of freelancers or e-bay entrepreneurs, this can sometimes mean just a single person team. This person is literally a one-man (or woman) army!
When multi-tasking leads to chaos
Most small businesses tend to operate with a minimum number of people. The small business often does not have the luxury of separate teams handling marketing, finance, customer support and logistics. There is much more multi-tasking and cross-functionality than there would be in a larger organization.
While this means that the small business team is often more clued in to customer needs and does not need to depend on third-party data, it also leads to a severe resource crunch.
Growth, a double-edged sword
As the business grows however, entrepreneurs find that they do not have the time to answer the volume of e-mails from customers. Business suffers as the owners try to do everything themselves, in the process failing to deliver on most areas.
The time has come to realize that no one person can handle everything. This is when owners realize the value of an efficient customer support system; one that copes with the workload and helps them answer customers quickly and effectively.
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