Scaling CS operations with process improvement 📈

CSM Practice - The Customer Success Podcast

Discover the secrets to enhancing customer experience and driving success in customer-oriented companies through the power of process improvement.
Join Pedro Candelas, in this exclusive podcast episode as he delves into the world of process optimization and continuous improvement.
In this insightful discussion, Pedro covers various topics on Process Improvement, including:
◾️Introduction: Learn more about Pedro Candelas, his Industrial Engineering background, and how it has influenced his skill in managing process improvement.
◾️Lean Customer Success Organization: Explore the significance of continuous process improvement, focusing on activities that add value, maintaining objectivity, and eliminating non-value-adding tasks.
◾️Steps to Eliminate Wastage: Learn effective strategies for addressing valueless issues in business process improvement, such as delays, over-processing, unnecessary movements, errors, and customer overload.
◾️Impact of Internal Process Improvement on Customer Experience: Discover how implementing Lean process improvement within a company contributes to creating value for customers.
◾️Elevating NPS through Improved Customer Processes: Understand the importance of internal management and collaboration, as well as objective assignment per process requiring improvement.
◾️Continuous Process Improvement: Uncover the benefits of breaking down processes, objective assignment, and monitoring progress to achieve ongoing process improvement.
◾️Applying Lean Process Improvement to Customer Experience: Learn how to identify value-adding, valueless, and business value-adding activities, allocate sufficient time, map the project, and document the future state in comparison to the current state.
◾️Successes: Explore the positive outcomes of continuous process improvement, including streamlined onboarding processes, enhanced customer retention, and reduced software utilization.
◾️Process Improvement Skills: Discover how continuous improvement practices contribute to better retention, efficient app management, and optimized processes.
Unlock the potential of process improvement and revolutionize your approach to customer success. Join Pedro Candelas in this eye-opening episode and take your customer experience management to new heights.
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Additional Resources:
⏬ Infographic: Fundamental Steps to Creating Powerful Customer Success Processes

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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