Creating a Customer-Centric Organization in Technology Sales | Kelly Shamblen, CPS | EP193

The solar industry is rapidly evolving, with new technologies and mounting competition forcing companies to adapt or be left behind. On this week's Clean Power Hour, Tim Montague sits down with Kelly Shamblen, Regional Sales Manager West for Chint Power Systems (CPS America), the leading three-phase string inverter manufacturer in North America.

Kelly has been with CPS for six years which is a testament to the company’s ability to recruit and retain top talent. She has a somewhat unconventional background in the solar industry but Kelly has made an indelible mark on CPS during her tenure. Though she didn't have a technical background, Kelly was drawn to CPS's customer-centric culture and tight-knit feel as a smaller organization at the time she joined. She started in operations, getting exposure to finance, logistics, and order processing. This diverse experience gave her a perfect foundation to transition into her current sales leadership position.

Today we explore how inverter manufacturer CPS America creates a customer-centric culture. Guest Kelly Shamblen shares her passion for partnering deeply with customers and problem-solving their toughest needs. With over 90% customer retention, CPS focuses on service and responsiveness when issues arise. Kelly discusses the company's tight-knit, solutions-oriented approach, embracing difficult situations as learning opportunities.

Tim and Kelly also discuss how CPS has built a customer-centric organization in the competitive technology sales industry. Kelly talks about how CPS focuses on treating customers as long-term partners rather than one-off transactions, taking the time to understand their unique needs and challenges.

They also highlight CPS's commitment to responsive customer service. If there are ever any issues with CPS inverters, the team works diligently to diagnose problems and get systems back up and running as quickly as possible.

Key Takeaways

• What makes CPS stand out?
• How does CPS handle product issues or rollouts that don't go smoothly?
• What is CPS's approach to difficult customers or complaints?
• What opportunities and challenges does CPS's growth present?
• What is CPS's expected growth? 

Kelly Shamblen
CPS America

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The Clean Power Hour is brought to you by CPS America, maker of North America’s number one 3-phase string inverter, with over 6GW shipped in the US. With a focus on commercial and utility-scale solar and energy storage, the company partners with customers to provide unparalleled performance and service. The CPS America product lineup includes 3-phase string inverters from 25kW to 275kW, exceptional data communication and controls, and energy storage solutions designed for seamless integration with CPS America systems. Learn more at www.chintpowersystems.com