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GGR was founded on the idea that the best information and ideas come from you - those that are in the trenches, solving the problems. Each year we reach out to invite you to participate more formally through things like blog posts, hosting Office Hours or a webinar, or any number of creative ways to get your insights out…
I am currently looking into transitioning into the exciting field of Customer Success after several years of experience as a Customer Service Supervisor. My background has equipped me with strong skills in relationship management, team leadership, and problem-solving, and I am eager to apply these in a Customer Success…
Hello All I hope everyone is enjoying the holidays! It has been a while. When are the next Office Hours?
Hello there, first time posting here so thank you for taking some time to engage. I'm currently a Manager of Customer Success for a SaaS company and I've been tasked with creating a new Digital CS Program. I currently have one Digital CSM to support this effort and my company does not currently have a true CSP (Gainsight,…
Welcome to 2025, everyone! I’d love to hear your thoughts or see any insights from thought leaders about what’s on the horizon. As the pace of change accelerates, we’re seeing shifts in our tools, roles, and—most notably—customer expectations. It’s an exciting time for Customer Success, though I’ll admit it can feel a bit…
During the last week of October, GGR invited 17 different vendors to share demos of their product. Bridging the spectrum from CSPs, Engagement Tools, Onboarding, LMSs, Customer Marketing, and VOC, you now have the opportunity to check out these vendors without obligation. Each vendor page shows their 20-40 minute demo and…
November 8, 2024 As I sit in front of a window looking at almost 2 foot of snow on the ground with another foot to come before tomorrow, it reminds me that even enjoying a snowy landscape is dependent on good preparation. Without that prep, what is beautiful to look at could become costly. The same is true for customer…
November 1, 2024 What an incredible (and incredibly busy!) few months! So many amazing CS-focused events out there, and GGR had a part in a few of them! From our September live event in Austin, TX, to participation in ChurnZero’s Zero-In through a presentation and a happy hour, to the 2nd annual Demopalooza that just ended…
👀 🌝 👀 🌝 New space for the new quarter! Make sure you take a moment to 'meet' your peers and introduce yourself. Whether you are a brand new member or one of the original set, this thread is for everyone to help build an understand of who is in this community space with you! Share a bit about who you are professionally…
The LinkedIn/Microsoft report states that 75% of knowledge workers already use AI at work, and 46% of users started using it less than six months ago. The benefits? Users say AI helps them: save time(90%) focus on their most important work (85%) be more creative (84%), enjoy their work more (83%). 78% of AI users bring…
Running a Software as a Service (SaaS) company comes with its unique set of challenges and advantages. One of the most significant advantages is the cost-effectiveness of serving existing customers who renew their contracts compared to acquiring new ones. However, this renewal is not guaranteed; it hinges on the customer…
The recent $25B market cap loss is going to be impacting a lot of your accounts if you are an AE or CSM. It's time to do some research and keep in mind: The goal isn't to become a financial expert; the goal is to identify any risks to your deal or renewal and to use recent relevatn events to create a POV that you can use…
Overview ChurnZero is a customer success platform that helps customer success teams work efficiently, deliver greater customer value, and drive more revenue. The SaaS company empowers its users to run sophisticated, comprehensive customer success programs. ChurnZero’s own CX team embraced a digital-first approach to scale…
Congratulations! You’ve been on quite the journey over the past 8 articles. By now, you’re likely becoming aware that you can start predictably increasing customer retention in your company: You have an understanding of why customers choose to stay or leave. You have tools and a formula to create your strategy. And you…
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When every resource counts and customers expect nothing but the best, customer success teams find themselves in a tight spot—how do you achieve more with less? Yet, amid these challenges, there’s a powerful resource that’s often overlooked: the community. Through this blog series, I’ll explore four ways community-driven…
January 31, 2022 In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the Disney move from FastPass to Disney Genie, lessons learned when scaling a company from 0-500, and GitLab as a resource center. Listen here
January 28, 2022 Today, Anita Toth joins host Jeff Breunsbach for a conversation about churned customers. This conversation will bring insight into off-boarding plans and how to prepare for an exit interview. Listen here
January 26, 2022 In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the effectiveness of webinars, how customer success is playing a role in how people invest, and CX predictions in 2022. Listen here
