Scott Asher most recently led Customer Operations for RentPath, a leading digital marketplace connecting millions of consumers with apartments, condos, and houses for rent through their massive network and websites.
Scott spent 6 years in the emerging role of VP of Customer Operations, combining the disciplines of customer success, traditional sales operations, and demand generation.
Tune in to hear more from Scott on how he forged the path for customer operations and the experience he gained from the unique role.
Segment 1: Customer Onboarding
- Organizing people, process, and technology. minute 3:16
- Tracking metrics. minute 5:00
- Key internal roles. minute 7:18
Skip to minute 8:36 to listen to Scott explain the internal role RentPath added to optimize customer onboarding:
“Ultimately we decided, we needed significantly more rigor around customer relations and so we brought in an onboarding specialist role. The onboarding specialist moves the ball forward after the handoff from sales…”
Segment 2: Analytics & Yield from Customer Ops
- Retention and retention insights. minute 11:23
- Connecting the data and analysis and feeding that into the customer’s success. minute 15:00
Skip to minute 11:42 to watch Scott discuss how RentPath gathered specific data and what insights they gained from it:
“Providing the collaborative filtering aspect which identifies the customers true competition changes their whole marketing. It changes how they’re pricing their apartments, it changes what they’re paying for. It changes how they think about the market…”
Segment 3: Proactive Customer Care
- Reactive and proactive customer service. minute 16:56
- Loyalty metric and customer health scores. minute 18:31
Skip to minute 17:26 to watch Scott define the difference between reactive customer service and proactive customer service:
“It’s much more integrated with product, sales, operations, marketing, and training in that the handoff between each of those things has a much more defined clear set of roles and responsibilities…”