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

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
• Critical success measurements and metrics you can use to determine if your company is on the right track or if it needs to reorient

Perfect for managers, executives, directors, founders, entrepreneurs, and other business leaders involved in the sale of digital and software products, Digital Customer Success is also a can't-miss resource for Customer Success professionals, sales leaders, marketers, product development professionals, and anyone else with a stake in reducing customer churn and increasing revenues.

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

NICK MEHTA is the CEO of Gainsight, a leading customer success company, and the bestselling co-author of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.

KELLIE CAPOTE is the Chief Customer Officer at Gainsight. She leads the post-sales organization that includes Customer Success Managers, Support, Professional Services, and Customer Success Operations. She has contributed to publications including Forbes, TechCrunch, CMSWire, and others.