Digital Customer Success Maturity Model

Through the ups and downs of the economy, companies continue to increase their investment in customer success (CS) to reduce churn, increase retention, and drive long-term durable growth.

According to a recent Gainsight survey, only 14% of investors are planning to decrease spending on CS. But no matter how many Customer Success Managers (CSMs) they hire, companies are struggling to cover their entire client base due to difficulty scaling high-touch CS models.

The answer? Digital customer success (DCS). Download the ebook to learn how to plot a path through the six phases of DCS maturity:

  • Basic self-service
  • Scaled customer messaging
  • Pooled CSM
  • Basic user journeys
  • Multistep journeys
  • Product-led growth
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Developed in Partnership with Growth Molecules

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