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

Creating a digital product that delivers value is merely the first step in a long path to company success. You must also ensure your customers know how to unlock the value contained within your software.

In Digital Customer Success, a team of world-leading customer success experts delivers a practical and hands-on exploration of the next stage in the evolution of customer success management. In the book, you’ll discover how to design and create digital interventions that help your software users learn and grow as they use your product without needing to schedule a meeting with a live Customer Success Manager.

The authors offer a detailed “how-to” guide to digital customer success that ensures you can meet the needs of your customers, investors, and team members. After you learn the basics of the included Digital Customer Success Maturity model and the core tenets of how to get started, you’ll consider organizational structures, success measurements, and other concepts that will help you take your customers from adopters to evangelists.

Digital Customer Success provides you with key learnings and tips from real organizations paving the way with their groundbreaking digital customer success strategies. It highlights case studies and examples of companies that have found new and exciting ways to help their customers find stunning amounts of value in their offerings via automated, hybrid, and live interventions.

Perfect for customer success professionals and managers, executives, directors, founders, entrepreneurs, and other business leaders, Digital Customer Success is also a can’t-miss resource for salespeople and sales team leaders, marketers, product designers, software engineers, and anyone else with a stake in ensuring customers know how to use digital products.

Praise for DIGITAL CUSTOMER SUCCESS

“ With deep insights and actionable strategies, this book is an invaluable resource for scaling organizations to create delightful customer experiences.”
―Yamini Rangan, CEO of HubSpot

“ Showcasing the transformative power of Digital Customer Success, this book by industry leaders Nick Mehta and Kellie Capote is game changing. It offers practical examples and actionable strategies for B2B teams aiming to improve business efficiency and strengthen customer relationships across all customer touchpoints.”
―Sue Barsamian, SaaS Board Member

“ In the subscription-oriented as-a-service economy, the Customer Success function is no longer just a retention engine―it is a growth engine that needs to scale as your business expands. Digital Customer Success truly is the next frontier, and I can think of no better guides than Kellie and Nick. Do not miss out on this tectonic shift in your world.”
―Geoffrey Moore, Author, Crossing The Chasm and Zone To Win

“ Nick and Kellie have again charted the future of Customer Success. In-product guidance, digital engagement, prescriptive adoption journeys, and moving to predictive engagement with customers are now the ‘must-haves’ for any company hoping to grow and retain customers in today’s market.”
―John Sabino, Chief Customer Experience Officer, VMware