As technology and customers become smarter so does the expectation for companies to be faster, better, and cheaper. Back-office workflows now go beyond order-to-delivery, procure-to-pay, and intake-to-discharge. They also include customer engagement – a task once owned by marketing. In this episode, David Ellin taps into his experiences as a COO and VP of Customer Success to give a crash course on the importance of retooling processes, measuring what matters, and conducting kaizen events to enhance customer experience and profit.