DiscoverWomen in Customer Success Podcast84 - From Niche to Mainstream: Digital Customer Success Programs - Angelika Marek
84  - From Niche to Mainstream: Digital Customer Success Programs - Angelika Marek

84 - From Niche to Mainstream: Digital Customer Success Programs - Angelika Marek

Update: 2023-06-21
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Join me in this episode as I'm talking to Angelika Marek, Digital Customer Success Manager at Bazaarvoice. We explore her journey from retail and marketing to digital customer success. Listen in as Angelica shares her experience in applying for a customer success role, and how she ended up taking on the challenge of becoming a Digital CSM. Discover the valuable skills she brings to her current role and the many hats she wears in the world of Digital Customer Success.

Together, Angelika and I examine the structure and practical steps for creating digital programs, discussing what digital customer success is and how it differs from traditional customer success. We also touch on the communication channels used in each model and the types of customers supported by each. We share some insights into research conducted by McKinsey regarding self-service expectations and whether digital success is still a niche or becoming mainstream.

Finally, we explore how customer success managers can save time and resources by implementing digital programs, such as new user training webinars and office hours. Learn from Angelica's recommendations on segmenting customers for office hours and leveraging technology and other teams to promote and run these programs. Tune in for valuable insights and advice on maximizing digital customer success programs and strategies for getting started in this exciting space.


Did You Know:

  • Angelika grew up in Poland 🇵🇱 and moved to the UK 🇬🇧 for Uni 
  • She holds a Marketing degree
  • She's a very active member of the global Success Community


Episode chapters:

  • (0:00:09 ) - Angelika's Career Journey
  • (0:10:10 ) - Digital Customer Success Overview 
  • (0:23:15 ) - Digital-Led Programs: Examples & Implementation 
  • (0:31:41 ) - Evolution of Digital Success
  • (0:40:41 ) - Getting Started with Digital Customer Success Strategy

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__________________________________________________
About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.


Follow:

Women in Customer Success

Host Marija Skobe-Pilley

Check out our Courses:

  • The Revenue CSM - https://womenincs.co/the-revenue-csm



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84  - From Niche to Mainstream: Digital Customer Success Programs - Angelika Marek

84 - From Niche to Mainstream: Digital Customer Success Programs - Angelika Marek

Marija Skobe-Pilley