Four Ways to Measure Your Digital Customer Success Program | Episode 070

Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.com

The Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registration

In today's show...

Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing from all manner of different practices in order to do it effectively.

In this solo episode, I break down four areas of focus for establishing KPIs in DCS:

1. Traditional CS Metrics
2. Marketing Campaign Metrics
3. Program Specific Measures
4. Attribution

Chapters:

• 00:00 - Intro
• 01:14 - News
• 03:04 - Measuring your Digital CS Program
• 04:28 - Traditional CS Metrics in Digital
• 06:57 - Marketing Campaign Metrics
• 08:31 - Digital CS Program Specific Metrics
• 10:44 - Attribution
• 12:09 - Examples of Measuring Attribution in DCS
• 17:04 - How do you action unengaged accounts/contacts?
• 20:18 - Recap

Enjoy! I know I sure did.