CELab - Ep 140 - Dan Ennis - Bridging the Gap - Collaboration Between Digital Customer Success and Customer Education

Adam Avramescu and Dan Ennis discuss the evolving field of digital customer success, emphasizing its focus on leveraging digital-led programs to improve customer outcomes, retention, and growth. Dan highlights the importance of proactive and reactive digital programs, such as email and in-app series, to engage customers at scale. He stresses the need for clear definitions and metrics, including leading indicators like adoption and performance metrics like open and click-through rates. Collaboration between digital customer success and customer education teams is crucial, with regular feedback loops ensuring alignment on customer outcomes. Adam Avramescu and Dan Ennis discuss the role of digital customer success in improving customer outcomes, emphasizing the use of proactive and reactive digital-led programs like email and in-app messaging to engage customers at scale. Ennis highlights the importance of measuring success through leading indicators such as adoption rates and performance metrics like open and click-through rates, stressing the need for continuous iteration. The conversation also explores the collaboration between digital customer success and customer education teams, with regular feedback loops ensuring alignment on goals and customer outcomes. Ennis invites listeners to connect on LinkedIn, encouraging collaboration in the digital customer success space.