🎙️ Spotlight Podcast: How to Start Building Your Digital CS Function Want to scale your Customer Success strategy effectively? In this episode, Emma Lo 🧩 sits down with Holly Goodliffe, a seasoned Digital CS strategist who’s built thriving digital functions at Adobe and other top SaaS companies. Holly shares actionable insights on: ✅ Starting Your Digital CS Journey Learn the essential steps to set up a scalable Digital CS function. ✅ The ONE KPI That Drives Retention Find out how to focus your efforts for maximum impact. ✅ Collaborating Across Teams Discover how marketing, product, and CS can align for customer-centric success. ✅ Balancing Automation and Human Touch Understand how to scale effectively while delivering personalized customer experiences. Key Takeaway: Align your team around a single KPI to simplify your strategy and drive results. 🎧 Tune in now to hear Holly’s practical strategies and frameworks: https://lnkd.in/gfiWbyDN #CustomerSuccess #DigitalCS #podcast
CS in Focus
Events Services
Toronto, Ontario 1,825 followers
The Customer Success team for the Customer Success community.
About us
Redefining Customer Success Through Community and Collaboration At CS in Focus, we believe that the success of our customers is the foundation of our success. But what does it mean to truly champion our customers? It means extending the concept of Customer Success (CS) beyond traditional boundaries to encompass every aspect of the go-to-market (GTM) strategy. Here, 'C' stands for Customers, Community, Connection, and Collaboration, while 'S' embodies Success at every level.
- Website
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https://www.csinfocus.ca/
External link for CS in Focus
- Industry
- Events Services
- Company size
- 2-10 employees
- Headquarters
- Toronto, Ontario
- Type
- Nonprofit
- Founded
- 2018
- Specialties
- onboarding, gtm, support, professional services, customer success, customer experience, community, and customer marketing
Locations
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Primary
318 Richmond St W
Toronto, Ontario, CA
Employees at CS in Focus
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Emma Lo 🧩
Customer Success & RevOps Leader | Top 10 North American CS Thought Leaders watchlist | Podcast host of CS In Focus | Help businesses accelerate in…
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Anil Sharma, CCSS
Customer Success Management, Digital Transformation, Upsell, Revenue Retention & Renewals, Client Onboarding, Project Integration Management…
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Shubham Singh
Senior Customer Success Manager @ Keka HR | Client Advocate | Relationship Builder | Churn Management | Adoption & Retention Expert | HR-Tech | B2B…
Updates
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CS in Focus reposted this
“Customers are our North Star.” During a recent interview with Selena R. and Eric Morris, entrepreneur, product manager, and customer success advocate, Eric shared that powerful reminder. It serves as his daily guide, reminding him that every technical or commercial task must provide value to his customers. This resonated deeply with me. The same belief inspired my journey in Customer Success and even the name of my agency, ValuSync. Eric’s words are a simple but profound truth: You never lose focus when you center everything around adding value to your customers. P.S. What motivates you at work each day? #CustomerSuccess #CustomerFirst #Inspiration #Leadership #Valusync
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CS in Focus reposted this
The key to re-engaging inactive users. Last month on Spotlight Podcast by CS in Focus, I spoke with Holly Goodliffe, and we discussed the secret to running impactful digital campaigns. Here’s the story she shared from her time at Heap. When re-engaging lapsed users, they tried everything: Newsletters, advanced use cases, and even promoting new features. But none resonated. What did work? 🤔 Revisiting the basics. They focused on helping users master simple skills that delivered immediate value. ❌ “Use this feature” ✅ “Let’s solve your problem in two minutes flat.” The results? → Engagement rates increased significantly → Feature adoption improved → Lapsed users reactivated Why does this work? → 76% of consumers are more likely to engage when content feels tailored to them (McKinsey). → Personalization boosts retention, with 56% of customers staying loyal to brands that understand their needs (HubSpot). 🔑 The takeaway is clear: Addressing current customer needs with personalized, valuable content is crucial for effective engagement and retention. P.S. Have you ever counted how many times you use "me" vs "you" in your messages? #CustomerSuccess #DigitalCS #CustomerEngagement #SpotlightPodcast
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We are excited to organize our next community event with Women of Customer Success in Toronto! Don’t miss this chance to meet, mingle, and share insights with the CS community. See you there! 🎉
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Let's celebrate the successes of 2024 Join us for an evening of networking and celebration with fellow Customer Success professionals! Hosted by: Women of Customer Success & CS in Focus 📅 Date: December 10 🕕 Time: 6:30 PM 📍 Location: High Park Brewery, 839 Runnymede Rd, Toronto Sign up here: https://buff.ly/417Nd50 Drinks are pay-your-own, so grab your favourite. Don't miss this chance to connect with the Customer Success community. We look forward to seeing you! #holidayparty #customersuccess #community
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CS in Focus reposted this
Stop Overcomplicating Your Health Scores Tuesday’s CS in Focus workshop was incredible, and it’s all thanks to YOU. We explored the latest trends in outcome-driven health scores and sparked meaningful conversations about their future. Here’s what stood out: 1️⃣ Simplify to Prioritize Stop overcomplicating. Health scores should act as indicators to guide where you focus your efforts. 2️⃣ Actionable Insights Over Perfection Use health scores to prioritize actions—not as a catch-all for every metric under the sun. 3️⃣ Context Matters Metrics need interpretation. High support tickets? That might mean your customers are engaged learners, not frustrated users. 4️⃣ CSM Sentiment Completes the Picture Numbers don’t tell the whole story—qualitative insights add crucial depth. 5️⃣ AI-Driven Models Are the Future Dynamic, adaptive systems will shape the next wave of health scores, offering real-time, predictive insights. Thank you to 🩵 Our sponsors: CS Toolkit and BIM Studio 🩵 Our panellists and host: Selena R., Brendan McDonald, Paulina Staszuk, M.Sc., Arash Akhiani and Rohan Sheth. Your insights made this event unforgettable. 🩵 Our attendees: Your energy and ideas turned this workshop into a community-driven success. The question now: What’s next? What challenges should we tackle in our next session? #cs #workshop #customersuccess #event
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Huge thank you to everyone!! Last night’s health score workshop was incredible, and it’s all because of YOU. 1️⃣ To our sponsors— CS Toolkit and BIM Studio Thank you for your generous support in making this event possible. 2️⃣ To our panelists—Selena R., Paulina Staszuk, M.Sc. Brendan McDonald, Rohan Sheth and Arash Akhiani Your expertise and thought-provoking perspectives made this conversation truly impactful. 3️⃣ To everyone who joined us Thank you for showing up, engaging, and sharing your ideas. You made this workshop a space for learning and collaboration. Let’s keep the discussion going! P.S. What should we focus on in the next session? #CustomerSuccess #Collaboration #Community
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Join us tonight for the panel discussion on "Are health scores dead?" Whether you’re a die-hard advocate for health scores or you think they’re a relic of the past, this workshop is for you! 🔑 What to expect: - The key benefits vs. glaring pitfalls of health scores. - Can health scores truly predict churn or renewal? Are modern tools like AI making them better—or worse? - Are health scores a “lazy metric,” or are critics overlooking their potential? 💬 Bring your voice to the table and leave with actionable insights to refine (or redefine) your approach to customer health metrics. Register here: https://buff.ly/4eYTyUo #event #workshop #networking #cs
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Who is coming to join us on Tuesday?
🔥 THE GREAT HEALTH SCORE DEBATE: Are They Make or Break for Customer Success? Join the ultimate showdown where industry experts go head-to-head on one of CS's most controversial topics! ⚔️ Join us on Nov 26: Paulina Staszuk, M.Sc. Rohan Sheth Brendan McDonald Arash Akhiani Emma Lo 🧩 Selena R. (moderator) 🤔 The Burning Question: Are health scores the backbone of customer retention or just another vanity metric? These thought leaders will challenge conventional wisdom on: - Predictive value vs. lagging indicators - Implementation challenges at scale - Integration with RevOps strategy - Real impact on retention metrics - Alternative measurement approaches 🎯 You Can't Miss This If You're: - Making decisions about health scores - Building CS operations - Leading RevOps initiatives - Scaling customer success programs 🗓️ Date: November 26 ⏰ Time: 6:00 - 8:30 PM (Debate kicks off at 6:30 PM) 📍 Location: BIM Studios 636 King St W, 3rd Floor Toronto, ON M5V 1M7 💡 Just $10 for an evening of insights + food and drinks! Limited seats! Sign up here: https://lu.ma/leuvc5vk
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How to Network Across Teams for Better Collaboration and Success Microsoft's latest research shows that 76% of employees feel a lack of human connection at work—despite our hyper-digital world. So, how can we bridge the gap? Join us on Nov 15, 2024, at noon ET for an exclusive LinkedIn Live with Rachel Rozen, Founder of Connection Catalyst and former Chief Customer Officer (who transformed networking into an art, meeting 300 professionals 1:1 in a year)! Here's what we’ll cover: ✨ Strategies to break down silos and connect across departments 🌍 Tips for building strong, meaningful relationships in hybrid teams 🚀 Real-life success stories and practical steps to try now Who should tune in? Team leaders, collaborators, and anyone eager to boost cross-team connections. Reserve your spot by clicking 'Attend'—let’s strengthen workplace connections together! #linkedinlive #webinar #leadership
How to Network Across Teams for Better Collaboration and Success
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