Any-sized customers who want a self-service experience
Customers who have worked with you for a long time and don’t need another Quarterly Business Review
Routine tasks where a digital engagement can save the CSM and the client time and effort
Reaching stakeholders who would never engage in a high-touch fashion
“We hit an inflection point, We were running into inefficiencies, and Customer Success Managers (CSMs) didn’t have a CS tool that they could use effectively. We were using a combination of tools, including CRM data, spreadsheets, and a business intelligence (BI) tool—it was time to optimize.”
“We already didn’t have enough headcount to conduct one-to-one meetings with every paying customer. And we also didn’t have the budget to hire an army of customer success people.”
“When we took a look at the growth of Personio and all of the service questions that customers had, we had to do something automated or easier where customers could learn from each other. We would have to hire 200 service managers because we weren’t able to take all those requests from the users.”
Chances are you’re struggling with Digital Customer Success because your cobbled-together tech stack is getting in the way.
This leads to:
There’s a better way.
Whether you’re just beginning the digital journey with a small team or truly operating in a digital-first approach, you’re not alone. Our research of hundreds of companies reveals three distinct stages of Digital Customer Success maturity. Which are you?
In the proactive stage, companies begin using technology that aligns the business around a single source of truth for customer data. Businesses in this stage are saving time for Customer Success Managers (CSMs), increasing the value delivered to customers, leading to higher Net Revenue Retention (NRR) for the company
In the personalized stage, teams craft distinct user journeys automated by data. Organizations orchestrate different adoption journeys by role. They also start to engage large user groups and Community cohorts with one-to-many programs.
In the predictive stage, organizations are able to provide a single digital destination to seamlessly connect customers with Community, Product, and customer-facing teams. Customer experiences are powered by artificial intelligence (AI) and omnichannel technology to drive outcomes for both customers and the business.
Digital Customer Success is like any good recipe; it’s a blend of ingredients combined with a human touch to create an incredible sensory experience!
Join us in the digital kitchen and we’ll go through the basics and beyond, so you too can be an expert in DCS.
