Building Community in Digital Customer Success with Marie Lunney | Episode 030

Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community.

In this fun filled 45 minutes, Marie and I dig into:

• Digital CS before it was called DCS
• Cross-coordination with other departments around the Customer Journey
• How employee satisfaction plays into a healthy digital journey
• The DCS Connect Community
• The many variables involved in Digital CS
• Evolution of digital away from segment coverage and into broader operations
• Data hygiene and knowing who your customer contact personas are
• Strategies for cleaning up your data
• Digital business reviews & checking in digitally with your customers
• The branding implications of a good digital CS program
• Comparing customers to their peers to drive behaviors
• Hiring for Digital CS and how your most tenured CSMs may not be an ideal fit for the role.

Enjoy! I know I sure did...

Marie's LinkedIn: https://www.linkedin.com/in/marielunney1/ Join DCS Connect: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM The Digital CS Sweet Spot: https://digitalcustomersuccess.com/articles/dcs-sweet-spot/

Resources:

• CS Insider: https://www.csinsider.co/
• Generalist World: https://www.generalist.world/

Shoutout:

• Elisabeth Courland: https://www.linkedin.com/in/elisabeth-c-8a811118/