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The guide to building a Digital Customer Success Program for B2B SaaS companies

Discover how CS teams can build their first Digital Customer Success Program, key components of a digital-led model and what they need in order to succeed.

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A guide for B2B SaaS companies to understand how to build a successful Digital Customer Success Program.

By 2022, most B2B SaaS companies will have moved to a predominantly digital-led Customer Success model where automation, personalization, and engagement enable teams to facilitate better customer experiences at scale. 

 

This will also help Customer Success establish itself as a strategic function that drives sustainable growth by decreasing Time to Value

 

That’s why in this guide, we’re outlining how Customer Success teams can build their first digital-led models, what that entails, and what they need to succeed.

Download The guide to building a Digital Customer Success Program for B2B SaaS companies and learn:
  • The limitations of “traditional” Customer Success

  • The five components of Digital Customer Success

  • Re)building the customer journey w/ key product behaviors

  • Choosing and building our your most effective channels

  • The role of a customer community in your channel strategy

  • Measuring your digital-led KPIs: Reach, Effect, ROI

  • Structuring your Customer Success team

  • Building your tech stack for success

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