The Building a Digital Customer Success Program for B2B SaaS Companies guide explains how economic pressures have accelerated the shift to Digital CS, making retention and expansion key growth drivers. It outlines three steps: mapping the customer journey by identifying key product behaviors, choosing effective channels through audits, customer feedback, and scalable tech stacks, and measuring impact with KPIs tied to reach, effect, and ROI. By blending automation with human touch, companies can scale efficiently while maintaining personalization, reducing churn, and driving durable revenue growth.

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