Four Ways to Measure Your Digital Customer Success Program | Episode 070
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. · 2024-09-17 · 22 min
Episode notes
Monthly Scale and Digital Meetup: The Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: In today's show... Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing from all manner of different practices in order to do it effectively. In this solo episode, I break down four areas of focus for establishing KPIs in DCS: Traditional CS Metrics Marketing Campaign Metrics Program Specific Measures Attribution Chapters: 00:00 - Intro 01:14 - News 03:04 - Measuring your Digital CS Program 04:28 - Traditional CS Metrics in Digital 06:57 - Marketing Campaign Metrics 08:31 - Digital CS Program Specific Metrics 10:44 - Attribution 12:09 - Examples of Measuring Attribution in DCS 17:04 - How do you action unengaged accounts/contacts? 20:18 - Recap Enjoy! I know I sure did. Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com .