CSM Practice - The Customer Success Podcast

Fundamental Steps to Creating Powerful Customer Success Processes

March 10, 2023 Irit Eizips & CSM Practice Season 2 Episode 11
CSM Practice - The Customer Success Podcast
Fundamental Steps to Creating Powerful Customer Success Processes
Show Notes Chapter Markers

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://www.csmpractice.com/process-documentation-guide

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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. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn

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Intro
Definition
Best Practices
Documentation procedures
Control management
Template overview
Business vs system processes
Documentation Approvals
Main takeaways