Episode notes
Here are my top 5 takeaways for transforming your CS approach:
💻 Digital Isn't Just for the "Tail End": Forget the old notion that digital CS is only for low-touch segments. It's a powerful tool for all customers, including your largest enterprise accounts! Empowering users with self-service options and digital resources helps everyone get value faster, exactly when and how they need it.
🎯 Start with Your North Star Metric: Before diving into tools and tactics, define what business needle you need to move. Is it increasing adoption? Improving health scores? Reducing support tickets to free up CSMs? Aligning your digital efforts to clear, measurable goals tied to renewal and expansion is key to proving ROI.
🗺️ Define the "Happy Path" to Value: Don't leave your users guessing! ...
Keywords
Digital CSCustomer Success