GGR Cafe

Archives for January 2023

GGR Blog - Psychological Safety - An Introduction
This week, we dusted off a post from 2021. @Russell Bourne shared insights into how psychological safety can positively (or negatively!) impact your organization as well as your team. Russell focuses on how the ability to bring your true self to the workplace can act as both a DEI driver and a Business driver, allowing you…
Help Us Bring the Value!
Hey GGR folks! Want to make sure you saw the invitation to share your GGR experience with us via a quick survey. As we move into our 3rd year, we want to hear from you as we make plans and continue looking for ways to help. Start Survey Thanks for being a part of this fantastic community, and be sure to be a part of…
GGR Podcast - How to Strengthen Engagement Through Personalization
This week, @Mary Poppen joins @Jeff Breunsbach on the GGR podcast to talk about how personalization impacts customer relationships. While high touch CS lends itself well to creating these personalized experiences, you can still build them into your plan when high touch isn't possible. Hear the many examples of ways to…
Have You Checked Out Our GGR Resources Yet?
Happy Friday all! Two weeks into the new year, and I just wanted to be sure you have had a chance to check out all of the resources GGR is compiling to support you! Podcasts Our GGR Podcast is hopping! @Jeff Breunsbach and @Jay Nathan are meeting with CS leaders who are doing it well to learn more about the in's and out's…
GGR Podcast - The Impact of a CCO on CS
The CCO role can have a tremendous impact on the effectiveness of the CS team, and this week, Wayne McCulloch of WalkMe shares how he created an environment that let his team focus on better serving their customers. He recognized that the answers were not his to give, but rather created a process and the space for his…
Introducing the Newly Launched GGR Success Network!
I am very excited to announce that our first ever volunteer team, the Success Network, has officially launched! This team of GGR members has stepped up to help increase the value of Gain Grow Retain through sharing their knowledge and increasing connections. I was blown away by the response to this program, and so very…
Proactive Customer Success Management - What are your current methods?
Don't even ask why I keep making frameworks but I sure do love it. Actually, I know why I do. I'm a visual, list type of guy. Over the holidays I crafted this because I'm applying for a CSM role where they want to focus more on proactive approaches and I thought that if they do hire me (fingers crossed) then I would have a…
Customer Success Framework
I wanted to share this beast of a CS framework that I've been working on for some time. I have not shared this publicly until today. It's based on many things: experience, observation, training, certifications, books, research, etc. I'd love your ideas on what I'm missing or could improve upon. The entire point of the…
What's Your Customer Success Stack?
Hi all, Super happy to have found this great community so I can both share and learn. One of the things developer's often talk about is their "Stack", or, the tools they use to produce products/solutions. I was curious what other CSMs use to do their jobs and what "stack" of tools/products, etc. do you find to be most…

Upcoming Events

Gain Grow Retain Live - Boston
GGR Live: Boston | Scaled Customer Success | June 7 Effective Strategies to Reduce Cost via Scaled Customer Success In a time where “doing more with less” is top of mind for leaders, come together with your peers to discuss effective strategies and best practices to scale and meet your organizational goals without…
June 8 Leadership Office Hours
When Thursday, June 8 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
Gain Grow Retain Live - New York
THE VAULT: Secrets of CS Leaders "Doing the right things" Its a cliche as old as time — “doing more with less” — we'd rather think about it as "doing the right things". Every business is different and every customer success leader has different challenges - but do we really? Join us in THE VAULT for an evening where…
June 22 Leadership Office Hours
When Thursday, June 22 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
July 6 Leadership Office Hours
When Thursday, July 6 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…

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