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.
This episode is a "feed drop" or crossover episode featuring Adam Avramescu and Dee Kapila's new show - CXetera! As our network grows, we...
In this episode we welcome Katie Felton - Director of Academies, Global Education Services at Anthology Inc. to continue our exploration into Pricing and...
Photo by Guillaume de Germain on Unsplash In this episode, we’re celebrating some milestones from CELab! First, we are celebrating two amazing years of...