Building your digital Customer Success program involves focusing on the customer journey and automating the tasks that CSMs perform frequently. Although it can seem daunting at first, building a digital Customer Success program does not have to be so. Taking the process one step at a time helps you ensure you stay focused on your goals.

Not sure where to start? The inSided blog is here to help. Our team has outlined the necessary steps to build a digital CS program from the ground up.

 We’ll start by guiding you through the steps of determining your customer journey. The reason for this is not just to have an outline of the steps your customers go through, but also to look at the value they gather at each step through product usage metrics.

After determining which journey your customers will take, the next step is establishing which channels you want to communicate with them through. We take you step by step through choosing which channels best suit your customer journey. 

We then introduce examples of channels you can use throughout your customers’ journey, from the onboarding, to the adoption, and retention phases.

 Now that we’ve laid the essential ground work, we show you how to start building your digital Customer Success program, step by step. Starting small and iterating throughout the process is the way to go when you want to move towards digital Customer Success.

Be sure to pop back to the Lounge next week when we focus on measuring the impact of your digital CS program!