Originally published on inSided.com on August 20, 2021. New week, new knowledge! It’s time for another post in our series, This is Digital Customer Success, where we set out to get clarity on all things Digital CS. In our last post, we talked about creating a “one-step journey.” This week, it’s time to talk more

With Customer Success now essential for millions of organizations in nearly every industry, the debate has evolved from “if and why” to “how and how quickly” a business can implement a scalable and effective Customer Success practice. As a result, many CS leaders have felt pressured into a choice between power and sophistication vs. simplicity

When it comes time to execute your product engagement strategy, you may feel like you’re caught under a pile of responsibilities. Enter the hero: your in-product tool. Your in-product tool can lift work off of you and your team, freeing you up to drive stellar in-app engagements. In this final part of a three-part series

Want to master in-product communication? It’s time for a trust fall. And if you want your users to realize the value of your company’s partnership, it takes a process framework that they can dive into with confidence. That means every engagement has a purpose, is informative, and is revealing your company’s value. How do you

Tech touch isn’t just a buzzword that’s thrown around your Slack channel. It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. Unfortunately, if you’re a product manager or leader, these valuable in-product guides and experiences are probably stirring

Can you recall a professor who had a lasting impact on your life? There was something about their demeanor, their motivating message, maybe a trace of humor and genuine inspiration that made a difference. Even to this day, you can recall their words that challenged and inspired you. During the Pulse Everywhere, the All-Access VIP

How involved is your Customer Success team in product launches? Chances are they could be doing more. Customer Success brings a deep understanding of customers’ needs and pain points. And when this is harnessed, it can empower Product teams to make better decisions that ultimately lead to more successful launches. Here are a few ways

Business Operations was one of my favorite courses in business school. I still put on my operations cap when I think about how quickly fast fashion giants such as Inditex can mimic fashion trends to have them in-store in weeks to how quickly some fast-food chains such as Chick-fil-a adopted new ordering methods during the

For software companies (and all companies eventually), Customer Success isn’t an “if,” but rather a “when” and “how.” I’ve been fortunate to witness thousands of companies go through this journey of transformation. During this process, I’ve seen the “movie,” in terms of how most CEOs go through a predictable “maturity curve” as they take Customer

Last year the world entered uncharted territory, and economists globally made predictions about whether we would have a V, L, or W-shaped recovery. In April 2020, the unemployment rate reached 14.8%, the highest rate observed since data collection began in 1948. In hindsight, looking at these stark facts, we could not have imagined that a