Adam Avramescu and Dan Ennis discuss the evolving field of digital customer success, emphasizing its focus on leveraging digital-led programs to improve customer outcomes, retention, and growth. Dan highlights the importance of proactive and reactive digital programs, such as email and in-app series, to engage customers at scale. He stresses the need for clear definitions and metrics, including leading indicators like adoption and performance metrics like open and click-through rates. Collaboration between digital customer success and customer education teams is crucial, with regular feedback loops ensuring alignment on customer outcomes.
In this episode we talk with Chip Ramsey – Founder and CEO of Intellum and one of the early pioneers in our field with...
In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can...
"If you just focus on educating your customers, you're missing a HUGE opportunity!" says Mark Kilens, Co-Founder of HubSpot Academy and Drift, and now...
