Speakers: Scott Asher | Matt Sharrers, SBI
VP of Customer Ops for RentPath discusses the emerging role of customer operations.

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 

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

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…” 

 

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ABOUT THE AUTHOR

Matt Sharrers

Leads the firm's focus on the CEO’s role in accelerating revenue growth by embracing emerging best practices to grow revenue faster than the industry and competitors. 

Matt Sharrers is the CEO of SBI, a management consulting firm specialized in sales and marketing that is dedicated to helping you Make Your Number. Forbes recognizes SBI as one of The Best Management Consulting Firms in 2017.

 

Over the course of nearly a decade at SBI, Matt Sharrers was an instrumental early partner guiding SBI as the Senior Partner. Matt’s functional responsibilities included acting as the head of sales where he led SBI’s double-digit revenue growth, and was responsible for the hiring function to build SBI’s team of revenue generation experts.

 

Prior joining SBI in 2009, Matt spent eleven years leading sales and marketing team teams as a Vice President of Sales. Matt has “lived in the field.” As a result, he is the foremost expert in the art of separating fact from fiction as it relates to revenue growth best practices. CEOs and Private equity investors turn to Matt’s team at SBI when they need to unlock trapped growth inside of their companies.

 

 

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