Digital Customer Success - A New Era of Engagement

Описание: How can you scale customer success without sacrificing quality?

Marie Lunney, a seasoned expert in digital customer success, to explore the art of scaling customer success effectively. Marie shares her experiences and strategies from implementing scalable CS programs across multiple companies, offering valuable insights into building high-impact, low-cost customer success models.

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

Understanding the difference between "pooled" and "portfolio" CS models for scalable customer engagement.
Practical steps for implementing digital customer success strategies, from onboarding to proactive support.
Tips for leveraging customer communities, data, and content to boost retention and drive adoption.

👍 Like, share, and subscribe for expert insights!

👉🏻 Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:

𝟏. Grab a free copy of our Customer Success 𝙩𝙚𝙢𝙥𝙡𝙖𝙩𝙚𝙨 𝙖𝙣𝙙 𝙞𝙣𝙛𝙤𝙜𝙧𝙖𝙥𝙝𝙞𝙘𝙨
We’ve created a resource library for you to gain easy access to best practices and benchmark data. https://www.csmpractice.com/resources

𝟐. Subscribe to our CSM Practice 𝙣𝙚𝙬𝙨𝙡𝙚𝙩𝙩𝙚𝙧
Subscribe to our CSM Practice newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. https://www.csmpractice.com/newslette...

𝟑. Build Your CS Strategy
If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. https://bit.ly/jointhecustomermethod

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Marie Lunney is a distinguished leader in Digital Customer Success with over 10 years of experience in B2B SaaS. She is also the founder of DCS Connect, a Slack community for scaled customer success professionals. Marie also brings a global perspective to our conversation having relocated from North Carolina to the Netherlands three years ago.

🔗 You may connect with Marie via LinkedIn:   / marielunney1  

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Join: DCS Connect on Slack
https://airtable.com/appLGhZyujOoYp8B...

🎥 Watch: How to Build a Digital CS Team
   • How Alex Turkovic Built a Digital Customer...  

⏬ Download: Customer Success Communities List
https://csmpractice.com/customer-succ...


𝐓𝐈𝐌𝐄 𝐒𝐓𝐀𝐌𝐏𝐒

00:00 Intro
01:28 Outcomes of Digital CS
02:50 Misconceptions about Digital CS
04:58 Digital CS Experience
05:32 Impact from Digital CS
06:23 Designing Effective Digital CS
08:46 First Steps in Implementing Digital CS
11:24 Quick Wins for Digital CS
14:17 Specialized Pooled CSM Model
20:20 Leading Your Customers To Achieve Value
21:54 Resource Focus During Onboarding Phase
23:51 Role of Community in CS
29:34 Do’s and Don’ts in Digital CS
30:46 Health Checks in Digital CS


#CustomerSuccess #DigitalCS #ScaleCS #CustomerEngagement