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Hi GGR community! I'd love to crowdsource some general opinions and approaches to reassigning accounts when a customer requests it. This hasn't been a common occurrence with my customer base to date, but we've had enough instances lately that I'd like to put together a framework for the team managers. Generally, what are…
I inherited a CRM that an acquired company was using. I do not see any way to get it up and running, even in the most nominal sense, without a complete redeployment from scratch. I have experience working with an orphaned CRM. It had programs built but were inactive, but data was mapped to existing fields and systems. To…
Hey GGR community! I'm curious if we have anyone that's a CSM to federal agencies? I would love to get some insights with FEDRAMP and best practices pertaining to this.
Wanted to share that the survey to participate in the CS Trends Report is open! If you are a CS leader and would like to share how you are planning for 2025, take a moment to click the link below and complete the short survey. Survey Link
The market and financial fluctuations impact your customers, and it is important that you identify any risks to deals or renewals and create a relevant POV to create effective messaging and engagement. An example for increasing your knowledge without having to become a financial expert is using ChatGPT prompts to see if…
August 23, 2024 School is back in session for many of your families, and that brings the Fall Fun.I always find Fall to be a time of making sure I am cleaning up loose ends, meeting my annual goals for all the projects I started (both personally and professionally!), and gearing up for the start of my favorite two seasons:…
August 9, 2024 Some great things coming up for Gain Grow Retain! 1 Demopalooza and 2 live events in September, upgrades to our Job Board to make connecting to the right job more efficient, a Happy Hour at ChurnZero’s ZERO-IN event in October, and of course our ongoing programming and events. Have you checked out GGR…
July 26, 2024 This last week has been hot here in Colorado. Hoping wherever you are in the world you are staying as cool as possible. GGR also went through a SPAM attack this last week. This was a particularly savvy one that looked to be a combination of human, AI, and bots. If you struggled to log in this past week, just…
👀 🌝 👀 🌝 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…
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…
I published a book recently called REACH: A Framework for Driving Revenue Growth from Your Existing Customers. It introduces a structured process to help CSMs and Customer Success teams more consistently prioritize their accounts according to growth potential and then predictably uncover and capitalize on expansion…
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
Join us on Thursday at 1pm ET, October 17, 2024 This series is meant for those in Customer Success Leadership positions who are building and scaling at programs at their companies. Whether you have done this before or find yourself in a new position - we all have something to learn from each other. This series is meant for…
It's time to start looking at budget plans for 2025, and GGR wants to help! We have all been there…trying to identify potential platforms to fit into our tech stack to help efficiency and data. This means research, scheduling lots of meetings, then ending up on marketing and sales calls…who has time for that?? Come to the…
