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.
Special Guest: David Ellin, Chief Customer Officer – Centric Leadership Strategies, LLC
Location: Atlanta, GA USA
- 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:
- Episode 020: Striking the Perfect Balance Between Marketing & Operations
- Episode 021: Improving Quality in Healthcare Operations
- Episode 064: The One Thing You Need to Know About Process Improvement
- Episode 073: Wes Graham’s Primer on Process Improvement
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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.