The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043

Nik Mijic, co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics.

In this episode, we talk about:

• How Matik automates the creation of content with personalized data, primarily for CS and Sales
• The current state of the ‘digital business review’
• A good understanding of your data is needed for a quality DBR
• Sending out one-pagers based on usage milestones or monthly project status updates - automagically
• A lot of people are scared of negative data, but using it to highlight customer improvement opportunities is key
• The importance of benchmarking cohorts of customers to help them grow and act on the adoption of the product
• Keeping a library of common customer objectives and content/measurements to help them along that path
• Moving beyond rules-based automations in favor of GenAI improvements of the inputs that would normally feed your automations to make them even better.
• Savvy sales teams are taking post-sale data and aggregating business value cases out of it to help set expectations
• Nobody’s data is perfect - don’t let that keep you from getting something in place
• Feedback loops are very important in Digital CS to make sure you are constantly monitoring what is working and what is not working
• The Kirkpatrick model, typically used in L&D can also be used in other ways to measure the short and long term efficacy of your programs and content

Enjoy! I know I sure did...

Nik's LinkedIn: https://www.linkedin.com/in/nikola-mijic-9012201b/ Matik: https://www.matik.io/