CS in Focus

🎙️ 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://buff.ly/3Zyxlag #CustomerSuccess #DigitalCS #podcast

“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

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

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! 🎉

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

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

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

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

Who is coming to join us on Tuesday?

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