'The Role of Customer Success (CS) Ops in Tech-Touch' by CustSuccessBox customersuccess customerexperience
The Customer Success Operations role is critical in delivering, optimizing, and maintaining successful tech-touch programs, ensuring that everything runs smoothly. CS Ops is an operations team working hand in hand with the CS team to deliver the best customer experience. The Ops team updates the existing processes for the organization. CS ops break down silos that have been built around different teams in the organization by aligning across different teams.
It is operations, but NOT just operations! The following points will make you understand the criticality, of the operations team for CS, better:Breaks down silos that have been built around different teams in the organization by aligning across different teams.Oversees reporting and metrics tracking.Oversees system implementation and administration, process creation, etc is done by the CS ops team.
Regular catch-up, perhaps weekly, with the Marketing Ops, Business Ops, Rev-Ops, etc will ensure collaboration across the teams. This will result in shared and aligned goals of customer success- for both internal and external customers.Start with the CS ops team early on. Most of the successful SaaS business organizations have their Ops person early on. It helps the CS team be proactive and streamlines the business operations across the organization.
If your CSMs are always engaged with customers-acquiring, retaining, and growing them- without the time to look into other vital matters.Since the Ops helps the business in scale and efficiency, it should be an indispensable part of your strategic position.Digital-led CS , in these tough times-especially since the pandemic, is gaining momentum. The digital CSM has all the responsibilities of a regular CSM.
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