The Empowering Customers e-book explains how to scale customer success through digital self-service. It highlights that 67% of users prefer self-service, which reduces support costs and empowers customers to achieve value independently. Strategies include on-demand training, customer communities, and in-app guidance to deepen adoption and cut reliance on CSMs. Consistency across touchpoints builds trust, with case studies showing gains like SPS Commerce boosting retention 35% and CData saving $650k. Centralizing customer behavior data enables segmentation, personalization, and automation, while a unified CS suite enhances security, cost efficiency, and future scalability.

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