Business Infrastructure podcast

Retooling Operations for Customer Succcess

094: Retooling Operations for Customer Success with David Ellin
As technology and customers become smarter so does the expectation for companies to be faster, better, and cheaper. David Ellin says back-office workflows now go beyond order-to-delivery, procure-to-pay, and intake-to-discharge. They also include customer engagement – a task once owned exclusively by Marketing.

This means a shared responsibility with Operations to ensure customer satisfaction through data analysis and continuous improvement.

𝗜𝗻 𝘁𝗵𝗶𝘀 𝗲𝗽𝗶𝘀𝗼𝗱𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗜𝗻𝗳𝗿𝗮𝘀𝘁𝗿𝘂𝗰𝘁𝘂𝗿𝗲 𝗽𝗼𝗱𝗰𝗮𝘀𝘁, David taps into his 15+ years of experience as a COO and VP of Customer Success to:
• Explain why companies who can retool vs. re-engineer processes will prevail in uncertain times like COVID-19,
• Reveal how metrics lead to insights for increasing sales and profit, and
• Validate the power of Kaizen events in delivering incremental improvements with lasting benefits.