Digital Customer Success: Why the Next Frontier of CS is Digital and How You Can Leverage it to Drive Durable Growth

by Nick Mehta, Kellie Capote, Teri Schnaubelt (Read by)

Overview

Automate your customer success efforts to reduce churn and increase profits

In Digital Customer Success: The Next Frontier, a team of trailblazing customer success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in customer success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users learn and grow as they use your product and unlock the value trapped within it—without ever needing to reach out to a live customer success manager.

The authors provide a detailed "How-To" guide to Digital customer success that explains how you can meet the needs of your customers, investors, and team members. You'll explore the basics of the authors' original Digital Customer Success Maturity Model and the core tenets of how to get started. After that, you'll find: explanations of the ideal organizational structures to enable digital customer success management; case studies and examples from real companies blazing new trails in customer success; and critical success measurements and metrics you can use to determine if your company is on the right track or if it needs to reorient.

Product Details

ISBN-13:	9798874826215
Publisher:	Recorded Books, LLC
Publication date:	07/09/2024
Product dimensions:	5.20(w) x 5.70(h) x (d)
Age Range:	18 Years

About the Author

Nick Mehta is the CEO of Gainsight, a Customer Success Management platform that leverages customer intelligence and automation to proactively manage retention, reduce unexpected churn and identify up-sell opportunities.

Teri Schnaubelt is a Chicago-based stage, on-camera, and voice actor as well as oil painter and photographer. She has voiced over 100 books for New York Times and USA Today bestselling authors, in addition to helping independent authors get their stories heard.

Table of Contents

Foreword vii

Chapter 1 The High-Speed Evolution of Customer Success 1

Chapter 2 Durable Business Strategies to Fuel Long-Term Success 19

Chapter 3 Digital Customer Success Is a Strategic Program 35

Chapter 4 The Digital Customer Success Maturity Model 53

Chapter 5 Launching the Proactive Phase of Your Digital CS Program 71

Chapter 6 Evolving to the Personalized Phase 93

Chapter 7 Evolving to the Predictive Phase 111

Chapter 8 Launching Your First Digital Initiative 129

Chapter 9 Company-Wide Digital Program Governance and Cross-Functional Collaboration 155

Chapter 10 Optimizing Your Digital Toolkit 175

Chapter 11 The Ability to Be More Human 197

Acknowledgments 205

About the Authors 207

Notes 209

Index 215