The Digital Divorce: Moving Customers from CSMs to Self-Serve | Episode 102

In this episode, we tackle the ago-old question in digital customer success: how do you gracefully transition customers from ahigh-touch, one-on-one CSM relationship to a scalable self-serve digital motion? It's a critical challenge as businesses grow and seek to optimize valuable CSM time. We dive deep into why segmentation needs to go beyond just Annual Recurring Revenue (ARR), exploring additional factors like product complexity and future growth potential to ensure the right customers get...