Ep 18: How to Start Building Your Digital CS Function with Holly Goodliffe
Update: 2024-12-04
Description
In this episode, host Emma Lo chats with Holly Goodliffe, a Digital Customer Success expert who’s built Digital CS functions at Adobe and other top SaaS companies.
Holly breaks down the essentials of launching a successful Digital CS program, including:
- How to Get Started: The first steps to building a scalable Digital CS function.
- The ONE Metric That Matters: Why active usage should be your North Star.
- Collaboration Across Teams: Aligning marketing, product, and CS for customer impact.
- Blending Digital & Human Touch: Scaling effectively while keeping the customer experience personal.
Key Insight: Start with why. Holly explains why clarifying your business goals is critical to a successful Digital CS strategy.
If you're a SaaS leader, CS professional, or just curious about digital strategies for retention and growth, this episode is your go-to guide for actionable insights.
Connect with Holly Goodliffe
https://www.linkedin.com/in/hollygoodliffe/
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