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Gain Grow Retain: CS Leadership Community

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Thought Leadership Corner

Join the weekly discussions by thought leaders that drive conversations around relevant topics in CS

TLC - Is AI a 3-Dimensional PLG?
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…

Thought Leader Spotlight

Guy Galon is a seasoned customer success executive and strategic advisor, passionate about customer engagements, building professional relationships, and leading customers to success. Guy developed practical frameworks and processes that bring a multi-disciplined approach to customer success, integrating best practices based on extensive experience in Software development, deployments, Quality assurance , support pre-sales, and program management. He is also a founding member of Gain Grow Retain.

Guy Galon

GGR Influencers

Weekly Top Contributors

Recent Discussions

Hiring Assessment for CSM
Is anyone using an assessment during the hiring process for a new CSM? Our company uses assessments for other roles but I am looking for one that is specific to a CSM role.
July 19, 2024 - Week in Review
July 19, 2024 I have been working on some side programs in Higher Logic Vanilla focused on providing upskilling for our customers. This has me thinking about the important role it plays in decreasing Time to Value, increasing adoption and engagement – all of which lead to a decrease in churn. Customer Education isn’t just…
Tech to support the entire Revenue Org
Hello folks, I wonder if you would recommend a tech platform to support the entire Rev Org (Sales, CS + Account management) - a single tool is preferred. I am sourcing options to review tools that can support the different use cases (sales pipeline, AM expansion, and CS folks work). Insights much appriciated.
Office Hours Conversation - CX
This week, @Julie Fox joined the GGR Office Hours to talk about the importance of memorable customer experiences along the entire customer journey. Would love to hear your thoughts on the following: Clearly CX, is bigger than a single team.... how do you work cross functionally to ensure a consistent experience? Share…
Could Someone Give me Advise on Improving Customer Retention Rates in SaaS Companies?
Hello there, I am reaching out to tap into the collective wisdom of this forum regarding strategies for improving customer retention rates in SaaS companies. Our company has been facing challenges in this area; and we are keen to implement; effective solutions to ensure long-term customer loyalty and reduce churn. We have…

Trending Discussions

Tech to support the entire Revenue Org
Hello folks, I wonder if you would recommend a tech platform to support the entire Rev Org (Sales, CS + Account management) - a single tool is preferred. I am sourcing options to review tools that can support the different use cases (sales pipeline, AM expansion, and CS folks work). Insights much appriciated.
July 19, 2024 - Week in Review
July 19, 2024 I have been working on some side programs in Higher Logic Vanilla focused on providing upskilling for our customers. This has me thinking about the important role it plays in decreasing Time to Value, increasing adoption and engagement – all of which lead to a decrease in churn. Customer Education isn’t just…

Announced Discussions

3rd Quarter Introductions
👀 🌝 👀 🌝 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…
July 5, 2024 Week in Review
July 5, 2024 As the 3rd quarter kicks off, are you remaining proactive or getting caught up in a reactive state? That is something that seems to be more likely in the 2nd half of the year as we get caught up in the day-to-day fires and unexpected priorities. To avoid this, you can try these strategies: Recognize when you…
2nd Quarter 2024 Introductions
🔉💥🔉💥🔉💥🔉💥 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…
June 21, 2024 - Week in Review
June 21, 2024 I am finding myself getting caught up in the micro-lens view this week. It can be easy to focus at the tactical level and neglect the more macro-focused lens of strategy. Often times this occurs when I am feeling like there is so much to do and I lack a clear focus…almost a coping mechanism…I can move the…
TLC - Is AI a 3-Dimensional PLG?
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…

GGR Announcements

July 5, 2024 Week in Review
July 5, 2024 As the 3rd quarter kicks off, are you remaining proactive or getting caught up in a reactive state? That is something that seems to be more likely in the 2nd half of the year as we get caught up in the day-to-day fires and unexpected priorities. To avoid this, you can try these strategies: Recognize when you…
3rd Quarter Introductions
👀 🌝 👀 🌝 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…
June 21, 2024 - Week in Review
June 21, 2024 I am finding myself getting caught up in the micro-lens view this week. It can be easy to focus at the tactical level and neglect the more macro-focused lens of strategy. Often times this occurs when I am feeling like there is so much to do and I lack a clear focus…almost a coping mechanism…I can move the…

Blog Posts

Become Your Company's Customer Retention Expert
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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Elevating Customer Success with Community-Driven Strategies: Making Your Customer Events Stand Out
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…
Strengthen Your Revenue-Driving Processes Through REACH
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…
7 Questions You Need to Ask Before Hiring a Consultant or Services Firm
Of all the articles you’ve read so far in this series, this one may be the most important one of all. Choosing to hire an outside 3rd party expert consultant or services firm or choosing to run your customer retention strategy in-house is a big decision. If you make the wrong choice, it can be very costly. Not only in…
How to Use Small Customer Insights to Get Large Customer Retention Wins
Hold onto your seats! In this article, we’re going on a wild ride. You’re going to learn the ‘small wins to create big gains’ strategy that led a pro team from zero victories to becoming one of the most powerful teams in the sport in just 10 years. We’re going to use their winning strategy to find small customer insights…

GGR Podcast

CS Blueprint: Leadership Lessons and Utilizing GitLab
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
Churned Customers and Off-Boarding Plans
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
CS Blueprint: Webinars, Investing, and CX Predictions
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

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Quick Links

GGR Events

July 25 CS Leadership Office Hours
Join us on Thursday at 1pm ET, July 25, 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…
CSM Confidential: Unveiling the Realities of Customer Success
Speakers Parker Moore | Manager, Customer Success at Vitally Celine Doumar | Senior Customer Success Manager at Vitally Ryan Johansen | Founder at Stress Less and Get More Done Sarah Steingraber | Manager, Customer Success at Vitally Mia Kang | Scaled Customer Success at Vitally Allie Stark | Co-Founder at Noria Ben…
August 8 CS Leadership Office Hours
Join us on Thursday at 1pm ET, August 8, 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…

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