Part 5/9:
As Lemlist grew, it faced its own set of challenges. Despite a promising start with rapid growth, the company hit a plateau that threatened its sustainability. The moment of truth came when Gam re-evaluated the product and its features, leading to drastic changes that initially upset customers.
Undeterred, Gam went on a mission to directly engage with unhappy users, soliciting feedback and conducting numerous Zoom calls to understand their needs better. This commitment to customer engagement and service ultimately paid off when they reverted some of the changes and improved product activation rates significantly.