Why Customer Success Begins Before the First Shipment

In this episode of TMSA’s On the Move, Jennifer Karpus-Romain talks with Ben Adams about his career journey and the critical role customer success and onboarding play in transportation and logistics. Ben shares how companies can create a smoother transition from the sales process into the customer relationship, establish expectations early, and coordinate internal teams around a successful launch. 

The conversation explores why onboarding is about more than completing a checklist, how customer feedback can improve the entire organization, and what it takes to maintain trust when service does not go according to plan. Ben also discusses being named TMSA’s Member of the Year, his involvement with the Recognition and Marketing Committees, and the professional and personal relationships he has built through the TMSA community.