As technology and customers become smarter so does the expectation for companies to be faster, better, and cheaper. 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 by marketing. In this episode, David Ellin taps into his experiences as a COO and VP of Customer Success to give a crash course on the importance of retooling processes, measuring what matters, and conducting kaizen events to enhance customer experience and profit.
094: Retooling Operations for Customer Success with David Ellin
Special Guest: David Ellin, Chief Customer Officer – Centric Leadership Strategies, LLC
Location: Atlanta, GA USA
Air Date: April 26, 2020
- Kaizen: The Key To Japan’s Competitive Success: a book by Masaaki Imai.
- Kaizen Event template: download a FREE meeting agenda template and guide to organize and conduct your kaizen event – offered by LucidMeeting.com.
What is a kaizen event? Watch this video:
More About Guest, David Ellin:
David Ellin believes that putting customers at the center of a business is vital to long-term success. As a self-proclaimed fanatical Customer Success leader, he delivers value by building high-performing customer-facing teams that optimize customer relationships resulting in revenue growth, retention, and customer satisfaction.
David’s expertise as a Customer Success professional extends over 15+ years and includes customer relationship management, account management, revenue growth, renewals, transformations, migrations, operations, P&L management, team building, and leadership.
More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. – a 15-year-old operations management consulting firm. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the Kasennu™ framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success. It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 35 countries.
More About Emcee, Jason Smith:
Jason Smith is the Founder of CIGRIE, LLC – a business development consulting firm specializing in campaign-based business development initiatives for small to medium businesses. He’s also a Senior Consultant with ASLAN Training & Development, helping clients to improve the way their teams sell. Jason hosts the Sales Synergistics podcast.