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 episode, Adam recaps the highlights from CEdMA’s Fall 2018 Conference. If you’re unfamiliar with CEdMA, or the Customer Education Management Association, it...
Early listeners will remember that we used to do a segment on the show called “Customer Education Mailbag” where we would answer a quick...
In this episode, we invite Samantha Murray discuss her journey of boomeranging back to Customer Education where we explore the importance of consolidating customer...
