Launching the Proactive Phase of Your Digital CS Program

The hardest part of launching a Digital Customer Success program is figuring out where to begin. Digital Customer Success is designed to supplement—not replace—human‐led Customer Success and Customer Support. Unlike many of the contact Support or a CSM workloads that digital programs are designed to lighten, onboarding is not a low‐value activity. In this case, Digital Customer Success can assist Customer Success Managers in executing the high‐value motions needed to accelerate onboarding, adoption, and Time to Value (TTV). The hardest part of launching a Digital CS program is figuring out where to begin. Digital‐led onboarding can accelerate TTV in a scalable way by providing digital user guidance and training (and removing friction) during the onboarding experience. Digital‐led onboarding leverages prescriptive journey automation to quickly guide users to value—in product and via Community programs.