Take Your CS Operations Team to the Next Level

CSM Practice - The Customer Success Podcast

What is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable insights from his extensive experience, shedding light on the strategies that have proven effective in scaling customer success operations and significantly improving customer experience.
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Ben's unique methods for structuring and managing CS operations teams to drive efficiency and effectiveness across the board.
- How Cross River has transformed its approach to partner management, leading to stronger, more fruitful relationships and an unparalleled customer experience.
- An inside look at the technology stack and tools that empower the CSOPS team at Cross River, enabling them to automate solutions and provide data-driven insights that fuel growth and customer satisfaction.
Click here to watch the video on YouTube!
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Ben Krefting, Chief Customer Success Officer at Cross River, is a visionary leader passionate about bridging the gap between the potential and realized value of technology for customers. With a rich background in engineering, consulting, and leading transformative programs, Ben excels in both technical realms and strategic business discussions.
🔗 You may connect with Ben via LinkedIn: https://www.linkedin.com/in/benkrefting/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
🎥 Watch: The Vital Role of CS Operations in Proactive Company Transformation
https://youtu.be/ILn3vRxAB38
⏬ Download: How Mature is Your CS Ops Team?
https://www.csmpractice.com/cs-ops
⏬ Download: Top 5 CS Ops Manager Skills
https://www.csmpractice.com/cs-ops-skills-infographic

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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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1. Intro (00:00:00)

2. Keeping Track of Progress (00:00:01)

3. What is the Role of a CS Ops Team? (00:04:38)

4. Managing Different Customer Requests (00:07:09)

5. Analyzing Request Metrics (00:10:17)

6. Impact on Efficiency and Scalability (00:12:01)

7. Sharing with Cross-Functional Teams (00:16:04)

8. Keeping Track of Progress (00:17:55)

9. CS Ops Tech Stack (00:20:41)