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I'll make this discussion very simple. Our customer base is mostly SMB with the rest a mix of midmarket and large enterprises. I took over CS a few months back and right away I looked to get some customer feedback on their feeling about a number of things. The response rate was dismal to say the least. I used Survey Monkey…
👋 AI is everywhere- transforming products, changing roles, and pushing us to rethink how we work. But here’s what hasn’t changed: great customer success is still about clarity, empathy, and consistency. As companies race to adopt AI, Customer Success teams are uniquely positioned to guide that journey. We're not just…
Hey CS fam! 👋 I recently shared a short video on a simple truth: 👉 We all mess up sometimes — but how we respond can make or break trust. Here’s what I say when I need to own it fast: “You’re right. We missed that. Here’s what we’re doing to fix it.” Clients don’t expect us to be perfect — but they do expect us to be…
Hey CSM crew 👋 I’ve been thinking a lot lately about what separates the good from the great in our role. Here’s my take: ✅ Good CSMs answer questions. 🔥 Great CSMs anticipate them. ✅ Good CSMs follow up. 🔥 Great CSMs follow through — with value. To me, it’s all about intentionality. It’s not just reacting — it’s thinking…
Does anyone have a few good examples of CS charters - real life examples rather than something i can just google. I'd also be interested in knowing how you ensured that the charter was agreed, signed, adopted by your organization to ensure buy-in and support. Thanks much!
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…
Having a strong team, whether you are a leader or an individual contributor, is going to be foundational for making an impact. The January GGR Office Hours kicked off the conversation with Bern Risley sharing insights and practical steps to turn your team into a powerhouse. Here are some strategies for adapting to a…
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…
LinkedIn Learning recently published a new certification for CS professionals - a first for LinkedIn! ChurnZero (one of GGR's great sponsors!) endorsed the creation of the course by experts, so you know it is going to align with actual needs. Does your organization prioritize customer relationships? Whether you're just…
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…
Customer experience (CX) is a critical aspect of business strategy, encompassing the overall perception and feelings customers have about their interactions with a company. It involves every part of the organization, with a primary focus on growth and retention. Key elements include engaging new customers, upselling to…
