The linked HBR article made me think about extraordinary customer satisfaction. Is there a better experience and in reducing customer friction will we create a longer life cycle for your customers. Austin entrepreneurs, small to mid size business owners make time to scan this article then read this article again with a pen and pad at your side, and be asking yourself how do I scorecard myself or grade my company process to secure the desired results in taking care of my customer?

https://hbr.org/2018/11/replacing-the-sales-funnel-with-the-sales-flywheel