The Big Book of Digital Customer Success explains how SaaS companies can scale efficiently by blending automation with human touch across the customer journey. It introduces a six-phase maturity model starting with self-service, scaled messaging, and pooled CSMs, then advancing to guided user journeys, multistep workflows, and product-led growth tactics. Key moments of truth span implementation, adoption, expansion, and renewal, with digital channels like email, in-app guides, and communities driving engagement. Case studies show how Gainsight operationalizes tactics such as office hours, automated playbooks, and renewal workflows to fuel durable growth.

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