How Digital Fuels the Post-Sale Journey at Demandbase with Alyssa Opella | Episode 031

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

In the intro to this week's episode, I briefly touch upon a new resource that is available to you via the website: The Digital Customer Success Tech Stack. In short, this is a collection of applications that a myriad of digital CS and Ops pros are using to execute on their digital strategies. Check it out here: https://digitalcustomersuccess.com/tech-stack/
Happy New Year!
Today's conversation with Alyssa Opella is an absolute treasure trove of how to incorporate digital motions into your entire post-sale journey. Since joining Demandbase almost 2 years ago, Alyssa has incorporated a strong focus on data quality and automations into processes which help customers achieve success from onboarding through to tracking successes and outcomes.
She and her team focus on intervening in times of trouble just as much as they like to help celebrate their customers' wins, which is a fantastic way to operate.
In this episode, full of practical advice, we discuss:

• Alyssa's journey through key career points including time in Blockbuster and the IBM Watson program, as well as her transition from marketing automation into customer success
• The journey of customer success at Demandbase and the power of perception of the org within the company
• The importance of data in guiding customers to success
• Executive-specific motions which help to foster communication with key decision makers
• Celebrating wins and having fun with customers
• Knowing your personas and crafting messages specific to that cohort
• The team behind the scenes making it all happen
• Not building automation for the sake of automating, but sourcing the requirements for digital motions from the CSM team
• Support metrics and ticket deflection via digital
• Failing fast and iterating
• Taking examples of great digital motions from B2C

My favorite quote from the episode:
"The goal of CSAT is not to get 5 stars but to see where there's smoke"
Alyssa's LinkedIn

Resources:

• The Jolt Effect: https://amzn.to/3RJvsSS

Shoutouts:

• Erika Setla
• George Walters

Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Chapter

1. How Digital Fuels the Post-Sale Journey at Demandbase with Alyssa Opella | Episode 031 (00:00:00)

2. Digital CS Program and Tools Discussion (00:00:38)

3. Digital Customer Success and Its Evolution (00:04:41)

4. Customer Success and Digital Journey Evolution (00:20:10)

5. Leveraging CX Strategy and Automation (00:34:03)

6. Effective Customer Journey and Support Integration (00:40:31)

7. Customer Engagement and Feedback Mechanisms (00:44:41)