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Digital-Led vs. Human-Led Customer Success

csinsider.co · 1,676 words · saved by 1 readers

Digital Customer Success (DCS), also referred to as scaled customer success has been called out by many industry leaders as one of the hottest topics of 2023 (and beyond). Yet for many, it is a buzzword they don’t understand. Research shows that 97% of B2B technology companies have a Customer Success function but only 36% of them are already using a DCS approach. This aligns with the feedback I heard from 100+ networking and mentoring conversations I’ve had in the last year. The lack of knowledge about DCS is apparent not only among aspiring CSMs but largely also among professionals already working in the industry, especially individual contributors. The higher up you go, the more understanding increases, however, the knowledge is often still surface level. This lack of knowledge highlights the gap in education across the industry and I’m on a mission to change that. This article will explain what DCS is, and how it differs from the traditional, human-led CS model. I will share a real-

Digital Customer Success (DCS), also referred to as scaled customer success has been called out by many industry leaders as one of the hottest topics of 2023 (and beyond). Yet for many, it is a buzzword they don’t understand. Research shows that 97% of B2B technology companies have a Customer Success function but only 36% of them are already using a DCS approach. This aligns with the feedback I heard from 100+ networking and mentoring conversations I’ve had in the last year. The lack of knowledge about DCS is apparent not only among aspiring CSMs but largely also among professionals already wo

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