Take Your CS Operations Team to the Next Level

CSM Practice - The Customer Success Podcast

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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

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Kapitel

1. Intro (00:00:00)

2. Keeping Track of Progress (00:01:35)

3. What is the Role of a CS Ops Team? (00:06:12)

4. Managing Different Customer Requests (00:08:43)

5. Analyzing Request Metrics (00:11:51)

6. Impact on Efficiency and Scalability (00:13:35)

7. Sharing with Cross-Functional Teams (00:17:36)

8. Keeping Track of Progress (00:19:27)

9. CS Ops Tech Stack (00:22:13)