Customer success and customer support will be the main drivers of interactive demo building and maintenance at the retention stage of the customer journey.

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Often, they'll be supported by the product team who can provide detailed explanations of the product and feature explanations.

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Customer success will likely be the primary team that defines objectives and success metrics.

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Objectives could include improving customer onboarding, increasing product adoption, reducing support tickets, or enhancing customer satisfaction.

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Depending on the goals of the interactive demo program, customer success can draw on knowledge from other teams. Customer success is uniquely positioned to collect current customer feedback on what areas of the product they need support on, what educational opportunities they would like, or what would help them to better engage with the product.

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Regularly checking in with the customers through quantitative feedback, such as product and interactive demo behavior, and qualitative feedback through surveys and customer calls will ensure that your interactive demos stay up to date and helpful, solving real customer questions and concerns.

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There are many potential interactive demo types for customer success to leverage. These include onboarding demos, advanced feature training, problem solving guides, new feature updates, and customer created demos. As is best practice with demos at other stages, keeping interactive demos at this stage clear and concise will allow customers to leverage these without a customer success manager and keep the control in the hands of the buyer turned customer.

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Continue to split up your demos by segments for user type, but also based on the specific goals of the demo, onboarding, support, etcetera, and how familiar your user is with your product.

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To ensure that your customer demos reach your users, engagement metrics are key and should include the number of views per user, time spent, and interaction rates.

‍

Other key customer success metrics that could be affected by interactive demos include customer satisfaction scores, such as MPS or CSAT, a reduction in support tickets, first contact resolution rates, and feature adoption.

Customer success and customer support will be the main drivers of interactive demo building and maintenance at the retention stage of the customer journey.

‍

Often, they'll be supported by the product team who can provide detailed explanations of the product and feature explanations.

‍

Customer success will likely be the primary team that defines objectives and success metrics.

‍

Objectives could include improving customer onboarding, increasing product adoption, reducing support tickets, or enhancing customer satisfaction.

‍

Depending on the goals of the interactive demo program, customer success can draw on knowledge from other teams. Customer success is uniquely positioned to collect current customer feedback on what areas of the product they need support on, what educational opportunities they would like, or what would help them to better engage with the product.

‍

Regularly checking in with the customers through quantitative feedback, such as product and interactive demo behavior, and qualitative feedback through surveys and customer calls will ensure that your interactive demos stay up to date and helpful, solving real customer questions and concerns.

‍

There are many potential interactive demo types for customer success to leverage. These include onboarding demos, advanced feature training, problem solving guides, new feature updates, and customer created demos. As is best practice with demos at other stages, keeping interactive demos at this stage clear and concise will allow customers to leverage these without a customer success manager and keep the control in the hands of the buyer turned customer.

‍

Continue to split up your demos by segments for user type, but also based on the specific goals of the demo, onboarding, support, etcetera, and how familiar your user is with your product.

‍

To ensure that your customer demos reach your users, engagement metrics are key and should include the number of views per user, time spent, and interaction rates.

‍

Other key customer success metrics that could be affected by interactive demos include customer satisfaction scores, such as MPS or CSAT, a reduction in support tickets, first contact resolution rates, and feature adoption.