Bringing It All Together: The DigitalCSM Demo

In the last two posts here and here, I walked through the thinking behind DigitalCSM: first, how raw adoption data can be shaped into meaningful product signals, and then how those signals can be translated into concrete, day-to-day actions for Customer Success teams operating at scale.

This page is the final piece of that story.

I’ve recorded a short demo and strategy walkthrough that brings those ideas to life. The demo shows how DigitalCSM is intended to be used in practice: moving from a broad view of account usage, to targeted alerts, to focused follow-up - without relying on spreadsheets or manual analysis. It also touches on the product decisions behind what is emphasized, what is automated, and what is intentionally kept lightweight to support scale-CS motions.

A key part of the walkthrough is the alerting experience. Rather than surfacing dashboards that require constant monitoring, DigitalCSM is designed to proactively notify teams when something meaningfully changes - usage drops, adoption expands into a new category, or early signals emerge that warrant attention.

A sample of the alert email

The screenshot above shows an example of the email alert generated by the system, summarizing account-level changes and highlighting where attention is needed. This is the connective tissue between insight and action: the moment where data turns into a decision.

If you’ve read the previous two posts, this demo is meant to feel like a natural continuation: the “so what” and the “show me” rolled into one. You can watch the full demo and strategy discussion below and see how the concepts translate into an end-to-end workflow.