The New Era in Post-Sales:
Digital Scale CS

Here at Magnify, we believe that Customer Success is entering a new era. What worked well in the last decade for CS and other post-sales leaders won’t be the solution going forward.

We think that cost-pressures on software companies, a focus on consumption/PLG pricing, and the new capabilities coming from AI will fundamentally change the way companies manage their post-sales businesses.

This is especially true for managing Scale / SMB / Tech-Touch segments— we have to find new ways of engaging every user at every account with the right touch at the right time to drive adoption.

Instead of reactive dive-and-catch models, or scrambling to put out fires in pooled accounts, Digital Scale CS proactively drives adoption and success for every account and user.

If you run a Scale Segment, you have to be thinking about the following:

Getting rid of Red/Yellow/Green Scoring and moving to Predictive Revenue Forecasting, using AI.   You should know what the revenue will be in each of your accounts at least 2 quarters ahead and why— have AI provide detailed recommendations for every account (and even every user!) on what will drive revenue growth.  

Automate creates value; Save humans for the most important tasks.  Forward thinking leaders are automating every possible engagement and then bringing humans only when necessary and important.   

Omni-system engagement.  Engage users (and accounts) across all of your existing systems.  That means in-app, LMS, CSM, email, messaging, support, and yes, your CSMs.

Measure, Test, Prove ROI.   No more best efforts to demonstrate the value of post-sales.   Instead, leaders are directly measuring the impact of automation on revenue, quantifying the ROI on post-sales efforts.   They have the metrics, from any system, to show the influence on churn  and expansion

This new approach is transforming the way some of the largest tech companies are managing their customers at scale.  

Visit our page on Digital Scale CS and let Magnify help you do the same.