Fundamental Steps to Creating Powerful Customer Success Processes

#Process #documentation #CustomerSuccess #CSMPractice
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.
In this video, Pedro shared his approach to documenting customer success processes. 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 documentations 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
00:00 Intro
02:51- Definition
04:21- Best Practices
05:52- Documentation procedures
09:14 -Control management
12:46 - Template overview
18:08 - Business vs system processes
19:10 - Documentation Approvals
21:34 - Main takeaways
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Additional Resources
📑 Read: Productivity Tips For Customer Success Teams - PART 1
bitly.ws/s62b
📑 Read: Productivity Tips For Customer Success Teams - PART 2
bitly.ws/s625
🎥 Video: Scaling Customer Success with PRODUCTIVITY TOOLS
bitly.ws/s62n
⏬ Download: Process Documentation and Reengineering in Customer Success
bit.ly/3xR5oN3
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