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The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043
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Nik Mijic, co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics.
In this episode, we talk about:
- How Matik automates the creation of content with personalized data, primarily for CS and Sales
- The current state of the ‘digital business review’
- A good understanding of your data is needed for a quality DBR
- Sending out one-pagers based on usage milestones or monthly project status updates - automagically
- A lot of people are scared of negative data, but using it to highlight customer improvement opportunities is key
- The importance of benchmarking cohorts of customers to help them grow and act on the adoption of the product
- Keeping a library of common customer objectives and content/measurements to help them along that path
- Moving beyond rules-based automations in favor of GenAI improvements of the inputs that would normally feed your automations to make them even better.
- Savvy sales teams are taking post-sale data and aggregating business value cases out of it to help set expectations
- Nobody’s data is perfect - don’t let that keep you from getting something in place
- Feedback loops are very important in Digital CS to make sure you are constantly monitoring what is working and what is not working
- The Kirkpatrick model, typically used in L&D can also be used in other ways to measure the short and long term efficacy of your programs and content
Enjoy! I know I sure did...
Nik's LinkedIn: https://www.linkedin.com/in/nikola-mijic-9012201b/
Matik: https://www.matik.io/
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Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!
Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!
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The Digital Customer Success Podcast is hosted by Alex Turkovic
Kapitel
1. The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043 (00:00:00)
2. Automating Hyper-Personalized Content Creation (00:00:38)
3. Strategic Use of Digital Customer Success (00:10:47)
4. Sales and Customer Success Strategies (00:25:07)
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