Scaling CS operations with process improvement ๐
CSM Practice - The Customer Success Podcast
Introduction
Lean management is a very transferable skill, Pedro says. He adds that you can apply lean principles to any customer experience including customer support and customer service. The main objective is to eliminate any wastage as we call it manual work that could be potentially automated, reduce any kind of costs.
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:
โพ๏ธIntroduction: Learn more about Pedro Candelas, his Industrial Engineering background, and how it has influenced his skill in managing process improvement.
โพ๏ธLean Customer Success Organization: Explore the significance of continuous process improvement, focusing on activities that add value, maintaining objectivity, and eliminating non-value-adding tasks.
โพ๏ธSteps 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.
โพ๏ธImpact of Internal Process Improvement on Customer Experience: Discover how implementing Lean process improvement within a company contributes to creating value for customers.
โพ๏ธElevating NPS through Improved Customer Processes: Understand the importance of internal management and collaboration, as well as objective assignment per process requiring improvement.
โพ๏ธContinuous Process Improvement: Uncover the benefits of breaking down processes, objective assignment, and monitoring progress to achieve ongoing process improvement.
โพ๏ธApplying 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.
โพ๏ธSuccesses: Explore the positive outcomes of continuous process improvement, including streamlined onboarding processes, enhanced customer retention, and reduced software utilization.
โพ๏ธProcess 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
๐๐ป Whenever youโre ready...If you're an ๐ฆ๐น๐ฑ๐ฆ๐ณ๐ช๐ฆ๐ฏ๐ค๐ฆ๐ฅ ๐ฆ๐น๐ฆ๐ค๐ถ๐ต๐ช๐ท๐ฆ ๐ฃ๐ถ๐ช๐ญ๐ฅ๐ช๐ฏ๐จ ๐ข ๐๐๐ ๐ฑ๐ณ๐ข๐ค๐ต๐ช๐ค๐ฆ ๐ง๐ฐ๐ณ ๐ต๐ฉ๐ฆ ๐ง๐ช๐ณ๐ด๐ต ๐ต๐ช๐ฎ๐ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
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2๏ธโฃ ๐
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