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GGR Podcast - Building Great Marketing Starts with Great Customer Success
If you haven't had a chance to listen, we recently had Dan Cmejla Community & Social Media Marketing Leader at Chili Piper. Dan talks through how having a strong understanding of your customers can help drive a marketing strategy that is unique and personal, resulting in strong returns. "When you find what benefits your…
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Interested in Learning More About Scaling CS? See what Jay and Jeff had to say!
Our August CS Leadership Office Hours featured Jeff and Jay, and did they ever bring it! With the news of layoffs, cutbacks, and hiring freezes flooding our channels, everyone is looking to do more with less. In this session, we took a look at opportunities to scale. While this is especially important in our current…
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Are You Creating an Army of Champions?
SO - how are you building your army? Earlier this month, we had Marc Phillips join the GGR Office Hours for CSMs to talk about why creating an army is a good thing. Here is a quick overview: * You are gaining insights from a variety of lenses, giving you and your team the ability to connect the dots and see needs that…
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Churn Part 5 - Closing the Loop to Increase Retention
In the 5th and final post about churn by Anita Toth, she takes a look at closing the loop in the churn reduction process. Read Blog Using customer feedback metrics to lower churn and increase retention occurs best when it is tied to the company's goals and KPIs. Strong feedback strategies create a flywheel effect,…
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Customer Experience Mapping - How are Yours Working?
This week, Mike Zahller from Aruba talks us through how to make sure your CX map is truly reflecting the entire customer journey. Looking at some critical components that you should be considering, Mike shares some of the "why's" behind each as well as practical tips to strengthen your maps. Identify the End-to-End Journey…
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How well does your CS team work with marketing?
The benefits of cross-collaboration between the CS team and the marketing folks at your org are hard to ignore. This week, Jay Nathan (CCO, Higher Logic) and Erika Brookes (CMO, Higher Logic) come together on our GGR podcast to talk about how to use the skills, knowledge, and resources of these teams to develop a strong…
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Blog - To QBR or Not to QBR
This week Melissa Hatter (Enterprise CS Team Leader at Stripe) talks about shifting the focus of the QBR from what YOU have done (how our work has helped the customer meet goals, etc.) to what THEY have done using your product. She shares three tips to make your QBRs more effective. Take the 'Q' out of QBR - your customers…
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GGR Podcast - What to do in a market downturn with Kristi Faltorusso
This week, the GGR podcasts features Kristi Faltorusso, Jeff Breunsbach, and Jay Nathan talking through the current market and how CS leaders can position their teams for success during a recession, where teams are expected to do the same amount of work with less. The group discusses some practical ways leaders can help…
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This Week's Podcast - Scale
This week, Cassie Vaughn and Ruchita De from Monday.com share the role customer change management has on scaling. Learn how they are increasing customer retention by proving value and identifying gaps. Listen to Podcast
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BLOG - How Can Customer Success Help to Create a Seamless Customer Experience?
This week, Sruti Satish from CustomerSuccessBox has shared some valuable insights into the direct impact a strong CS team has on customer loyalty, and ultimately, on revenue. Focusing on three simple steps: Lead with a personal touch instead of tech Be sure you understand the customer well Provide seamless customer success…