Fundamental Steps to Creating Powerful Customer Success Processes

Documenting a business process can take many forms. However, coming up with a consistent approach to process documentation brings about many benefits for CS Ops managers.

Pedro Candelas, Senior Customer Success Operations Manager at Elastic, is a former industrial engineer. Before becoming a CS OPS manager, he accumulated a decade of professional experience in documenting and optimizing business processes.

Pedro discussed how he documents customer success processes in this podcast. He shares examples, critics workflow diagrams, and shares his own template which can be downloaded below. 

Check out the conversation:

• Process documentation Definition
• Process documentation best practices
• Step by step on documenting the process 
• Process documentation templates 
• Difference between business process and system process
• Who is accountable for approving the Process Documentation once completed
• Next steps when the process documentation is finalized
• How to make new processes get adopted 

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Additional Resources:

📑 Read: Productivity Tips For Customer Success Teams – PART 1
http://bitly.ws/s62b

📑 Read: Productivity Tips For Customer Success Teams – PART 2
http://bitly.ws/s625

🎥 Video: Scaling Customer Success with PRODUCTIVITY TOOLS
http://bitly.ws/s62n

⏬ Download: Process Documentation and Reengineering in Customer Success
https://bit.ly/3wK6Qm9

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Chapters

• 0:00 Intro
• 4:45 Definition
• 5:55 Best Practices
• 7:23 Documentation procedures
• 10:38 Control management
• 14:32 Template overview
• 19:55 Business vs system processes
• 21:03 Documentation Approvals
• 23:20 Main takeaways