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 CELab’s 100th episode, we’ve kicked off the celebration of 100 episodes by discussing the hardest-won lessons for Customer Education Leaders. Dave and Adam...
In this episode we kick off a new series that focuses on “The State of Customer Education” in 2020. We take a deep dive...
In this episode, Dave Derington and Adam Avramescu explore the role of strategy and active listening in the field of customer education. They challenge...