CELab - Ep 140 - Dan Ennis - Bridging the Gap - Collaboration Between Digital Customer Success and Customer Education

September 19, 2024 00:47:21
CELab - Ep 140 - Dan Ennis - Bridging the Gap - Collaboration Between Digital Customer Success and Customer Education
CELab: The Customer Education Lab
CELab - Ep 140 - Dan Ennis - Bridging the Gap - Collaboration Between Digital Customer Success and Customer Education

Sep 19 2024 | 00:47:21

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Show Notes

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.

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