Thank you to Margaret Phelan, Director of Customer Success at Thunderhead

who actively participated to this page construction

When is comes to emailing, different things need to be taken into accounts


When creating a documentation, consider which persona can get value out of the engagement, if value will be perceived in the same way, and if there is a similar expectation for every individual from this emailing campaign.

Emailing engagement can be the same for all personas but may need to be presented with different format and different added value.


Each communication should be short and sharp.

Email should be self explanatory explaning


Personnalisation is key in Digital Customer Success.

Every automatic touch point should have