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 electrifying episode of CELab, Adam and Dave take the opportunity to share insights and learnings from Gainsight Pulse 2025, unpacking the transformative...
In this episode, Adam covers fundamental instructional theories that Customer Education professionals use, starting with the Kirpatrick Model, named for Dr. Donald Kirpatrick (1924...
For Leaders and Practitioners, there are few books out there on the market which appeal specifically to the Customer Education Market which is why...