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.
Photo by Suzanne D. Williams on Unsplash Are you wondering how to move from K-12 to Customer Education? Or academia to corporate learning? In...
How do we think about leadership in Customer Education? In previous episodes of the CELab Podcast, we have talked about next generation of leaders...
Photo by Matt Botsford on Unsplash One of the most common questions that those new to the field of Customer Education ask about when...