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

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 successThe journey of customer success at Demandbase and the power of perception of the org within the companyThe importance of data in guiding customers to successExecutive-specific motions which help to foster communication with key decision makersCelebrating wins and having fun with customersKnowing your personas and crafting messages specific to that cohortThe team behind the scenes making it all happenNot building automation for the sake of automating, but sourcing the requirements for digital motions from the CSM teamSupport metrics and ticket deflection via digitalFailing fast and iteratingTaking examples of great digital motions from B2CMy favorite quote from the episode:"The goal of CSAT is not to get 5 stars but to see where there's smoke"Alyssa's LinkedInResources:The Jolt Effect: https://amzn.to/3RJvsSSShoutouts:Erika SetlaGeorge WaltersJay NathanRod CherkasRachel Orston If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic🎬 This content was edited by Lifetime Value Media.Learn more at: https://www.lifetimevaluemedia.com