Scaling CS starts with tech touch, with Joe Di Grande, top CS industry voice
Description
In this episode of SaaS Therapy, Todd Kirk and substitute co-host Debra Wilson chat with Joe Di Grande, a former VP of Customer Success turned CS consultant. They explore the concept of "tech touch" in customer success, emphasizing its importance in scaling businesses and enhancing customer experiences. Joe provides practical advice on when to adopt digital touch strategies and how to manage customers at scale, ultimately aiming to improve efficiency and customer satisfaction.
Takeaways
Tech Touch is essential for scaling customer success.
Digital customer success should be a strategy, not just for low-value customers.
Data infrastructure is crucial for effective personalization.
Start with low-risk customers to experiment with digital touch.
Identify repetitive tasks to free up CSMs for impactful work.
Dynamic content can personalize automated communications.
Understanding customer data helps in effective segmentation.
Investing in digital strategies benefits all customer segments. Do not automate and send out communications blindly.
Focus on who you do not want to automate communications to.
Build processes before implementing new technology.
Use existing tools to clean and manage data effectively.
Contents
00:00 Intro
01:12 Understanding Tech Touch in Customer Success
05:37 Shifting Perspectives on Digital Customer Success
09:23 The Importance of Data in Personalization
12:23 Beyond Emails: Effective Digital Communication Strategies
17:01 When to Implement Digital Touch Strategies
22:05 Maximizing Efficiency Through Automation
28:00 Identifying Common Pitfalls in Customer Success
33:58 Building a Data-Driven Culture
39:03 Starting Small: The Path to Scalability
Resources
Credits
Show direction: Debra Wilson
Show manager: Angela Allred
United States
