Cast.app AI CSM

In the rapidly evolving digital landscape, businesses constantly seek ways to optimize operations and enhance customer experiences. One such innovation that has gained significant traction is Digital Customer Success (Digital CS). This data-driven methodology transforms the traditional Customer Success model by leveraging purpose-built tools to create value for customers at scale. A key player in this transformation is the Digital Customer Success Manager (Digital CSM), redefining how businesses interact with their customers. Did you know... ? 66% to 75% of CS playbooks can be executed without human CSM intervention. This highlights the potential for automation in Digital Customer Success. Automated playbooks handle routine tasks, freeing up CSMs to focus on more complex, high-value activities. They also ensure that the customer experience remains consistent, regardless of the volume of interactions. https://lnkd.in/gvRiyDx5 #customersuccess #digitalcustomersuccess #automation #AI #playbooks

Thanks to the Preflight community for inviting our CEO, Dickey Singh ?? for a deep dive into Product-Led Growth and Digital Customer Success. Guests in this episode also include Aron Lanclos (OwnBackup) and Jyo Shukla (Author of Customer Success Mindset). Check out the full episode here: https://lnkd.in/gDh_ivGn #productledgrowth #PLG #customersuccess #digitalcustomersuccess

In case you're wondering how Cast.app can help you... automation -->> ROI! At Pure Storage, like at many other B2B or SaaS companies, Customer Success or Account Managers faced the challenging task of managing 33 - 65 accounts per CSM, each demanding personalized attention and intricate understanding of their accounts. Further, assigning a CS/AM to every customer, especially those generating lower revenue, was not economically feasible. Despite the inherent complexity of their products, the Pure Storage team remains committed to providing individualized attention, insights, and recommendations to help customers maximize their investments and to suggest new products and services. To rise above these hurdles, Pure Storage used Cast.app’s AI-driven Digital Customer Success and Account Managers, automating a whopping 75% of routine tasks and, impressively, realizing a 30X ROI. Read their story and find out how they achieved these amazing results! https://lnkd.in/g6cD-zEx #customersuccess #digitalcustomersuccess #growth #revenue #accountmanagement #automation #AI

The crux of Digital Customer Success -->> ???If you have thousands of accounts, each with dozens of users, and 20-slide presentations per user, your Cast AI CSM can generate AND present millions of personalized infographics—at scale, instantly. That's a win-win all around! #customersuccess #digitalcustomersuccess #AI #automation #artificialintelligence #customersuccessmanagement

In today’s business world, it’s not enough to talk about the long-term benefits of your product or service. While strategic value is important, pairing it with clear Return on Investment (ROI) figures can make your customers’ Chief Financial Officers (CFOs) your biggest advocates. ROI measures the financial return of an investment compared to its cost. It’s a straightforward way to show how much profit or savings your product or service delivers. For example, if a company invests $10,000 in a solution and gains $30,000 in return, the ROI is 200%. While strategic value focuses on long-term goals and positioning, without tangible ROI, these benefits can seem abstract. Combining strategic value with clear ROI provides a compelling reason for customers to continue investing in your solutions. Integrating consistent ROI sharing into your customer engagement strategy not only simplifies renewals and expansions but also strengthens trust and reduces churn. By showcasing both strategic value and clear financial returns, you position your business as an invaluable partner to your customers’ CFOs. Learn how to effectively share ROI in our latest article: https://lnkd.in/d9KH9rTt

What exactly is Digital Customer Success, and what does it mean for the Customer Success industry today? Digital Customer Success uses automated engagement tools to provide a personalized Customer Success experience for customers at scale while requiring low-or-no-touch from the actual Customer Success Managers. Digital Customer Success takes advantage of automation tools, leveraging their power to strengthen customer relationships and enhance communications, while lightening workloads for CS teams. While the word “automation” might seem intimidating, Digital Customer Success isn’t here to replace Customer Success Managers. Instead, Customer Success Managers can leverage Digital Customer Success practices and resources, incorporating its tools and strategies into their own work. When successfully implemented, Digital Customer Success can fuel growth for CS teams, allowing them to take on more clients, while still providing excellent services at scale. #customersuccess #customersuccessmanagement #digitalcustomersuccess #automation #growth https://lnkd.in/gQRwnUph

At its core, digital customer success is about timely and persona-specific engagement with customers. It's a strategic approach aimed at guiding customers through their journey to achieve desired outcomes. This involves not just direct interactions, such as one-to-one relationships managed by Customer Success Managers (CSMs), but also scalable digital interventions like email campaigns and in-app guidance. These tools and strategies are integral to fostering customer success. Check out Alex Turkovic's informative and insightful article on digital customer success. And be sure to listen to our CEO's conversation with Alex on his Digital Customer Success podcast. https://lnkd.in/gu4EE84j #customersuccess #digitalcustomersuccess

Jessica, a senior customer experience leader at a mid-sized SaaS company, faced a troubling situation. Her team noticed customers becoming increasingly anxious during account reviews and renewal discussions. The culprit? A pervasive Fear of Being Upsold (FOBU). "I've seen how the mood changes when we start discussing expanding services or introducing new solutions," Jessica shared in a team meeting. "Our customers genuinely appreciate what we offer, but they're cautious about feeling like they're being sold to constantly. It's starting to hurt the trust we've built." Jessica was fully aligned with the need to grow with existing customers but also knew if the FOBU trend persisted, it could jeopardize long-term relationships, stall renewals, and even lead to valuable clients walking away. Learn more: https://lnkd.in/e6kWxN-b #customerexperience #customersuccess #automation #artificialintelligence #AIagent

ICYMI... On a recent podcast episode, Irit Eizips, CEO of CSM Practice, had a great conversation with Kirsten DiChiappari, Vice President at vCom Solutions. Kirsten has successfully led successful digital customer success scaling initiatives, leveraging AI-driven automation to expand engagement while optimizing team efficiency. By integrating data-driven insights and automated touchpoints, she has improved customer coverage, increased engagement rates, and streamlined the delivery of key account updates. It's a fact that Customer Success teams must scale engagement without adding headcount. vCom Solutions tackled this challenge with automation and AI-driven engagement. Kirsten led the shift, adopting Cast.app AI CSM to streamline customer interactions. The result? ??A 26% increase in engagement and a transformation of QBRs into microQBRs (mQBRs) -- short, automated, and tailored updates.?? https://lnkd.in/gCVmRWnD #customersuccess #digitalcustomersuccess #automation #AI #artificialintelligence #customerexperience

At Pure Storage, like at many other B2B or SaaS companies, Customer Success or Account Managers faced the challenging task of managing 33 - 65 accounts per CSM, each demanding personalized attention and intricate understanding of their accounts. Further, assigning a CS/AM to every customer, especially those generating lower revenue, was not economically feasible. Despite the inherent complexity of their products, the Pure Storage team remains committed to providing individualized attention, insights, and recommendations to help customers maximize their investments and to suggest new products and services. To rise above these hurdles, Pure Storage used Cast.app’s AI-driven Digital Customer Success and Account Managers, automating a whopping 75% of routine tasks and, impressively, realizing a 30X ROI. Read their story and find out how they achieved these amazing results! https://lnkd.in/g6cD-zEx #customersuccess #digitalcustomersuccess #growth #revenue #accountmanagement #customersuccessmanagement