This week, Teresa Chu shares how Aruba Networks built out a digital first approach for their Customer Success team. As your customer portfolio increases, the ability of a CSM to engage 1:1 decreases, but the need of the customer is unchanged. Moving into a space where tech can help bridge the gap. Aruba went through the following process as they moved into this space:
- Identification of what data they had access to
- Map customer journey and identify the touchpoints
- Minimum Viable Product (MVP) framework development
- Content creation
- Develop communication templates and plans
- Monitor communication metrics
After reading the post, take a moment to respond to the following questions:
- If you are part of a digital first approach organization, what was the biggest area of need in the planning and prep?
- What are the barriers you are seeing to having effective digital first approaches? Have there been any breakthroughs in addressing these?
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