Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082

Marley Wagner, a seasoned expert in marketing and customer success, joins the podcast to explore the intersection of digital customer success and cross-functional collaboration. She and Alex discuss strategies for leveraging automation, transforming QBRs, and reimagining customer engagement through data-driven digital programs, all while highlighting the critical link between marketing and CS in driving growth and retention.

Chapters: 00:00 - Intro 03:06 - From Minnesota to Colorado 03:39 - Marketing meets customer success 11:01 - Where digital CS fits within the org 12:40 - The secret to digital CS success: collaboration 16:05 - Building digital customer programs 20:14 - Digital as a strategy AND a segment 25:46 - Measuring digital CS programs effectively 29:54 - Fixing what's broken in digital motions 36:31 - B2C lessons for B2B automation 39:22 - Transforming QBRs with automation 44:57 - Reimagining executive and customer engagement

Enjoy! I know I sure did…

Marley's Linkedin: https://www.linkedin.com/in/marleywagner/