Sharebird
Sign Up / Sign In

How do you approach long-tail or digital customer success (community, in-app guides, email sequences), and what content operations support it?

Answer
2 Answers
Customer Success Operations
  1. Nicole Alrubaiy
    Nicole Alrubaiy

    Jellyfish Senior Vice President, Customer Success • 4mo

    We have built a digitally focused branch of our Success team in the recent years and continue to evolve it. A few principles we follow are: Listen to customers (talk to them, solicit feedback frequently, and monitor usage patterns). Focus on onboarding customers (both the account and the humans). Be smart with your energy investments: Stay organized, measure results and be willing to kill programs that don't work. We have learned that our customers don't engage emails very much, and they don't w ...Read More

    461 Views
  2. Twinkle Bandla
    Twinkle Bandla

    Gainsight Associate Director, Client outcomes • 4mo

    We approach long-tail and digital customer success with a very intentional mindset: the goal isn’t to replace humans, but to design a digital experience that helps customers succeed without needing 1:1 help by default. For long-tail customers, the strategy is digital-first, human-on-exception—meeting customers where they are and engaging them through the channels they already prefer. How We Execute Digital CS We rely on three primary digital pillars that work together: CommunityCommunity is the ...Read More

    388 Views

Related Ask Me Anything Sessions

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success, Nicole Alrubaiy on Customer Success Operations

February 5 @ 10:00AM PT

View Answers
Twinkle Bandla

Gainsight Associate Director, Client outcomes, Twinkle Bandla on Customer Success Operations

January 15 @ 10:00AM PT

View Answers
Twinkle Bandla

Gainsight Associate Director, Client outcomes, Twinkle Bandla on Digital Customer Success

October 7 @ 10:00AM PT

View Answers
See All Upcoming AMA's

Top Customer Success Mentors