Blog - How to Scale Customer Success with a Digital First Approach

Heather Wendt

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:

1. If you are part of a digital first approach organization, what was the biggest area of need in the planning and prep?
2. 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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