How are you meeting needs well in today's climate? GGR wants to hear from you!
Effectively meeting needs with limited resources is a challenge many of us are facing right now. How can we provide a customer experience that not only meets their basic needs but also furthers a more strategic partnership that increases retention and even upsells — despite having fewer resources to work with? We are…
GGR Blog - Measuring What Matters: A Guide to Discussing and Measuring Customer Goals
Are you measuring the right things? Julie Fox, Senior Manager of CS at FloQast takes a look at how to help customers achieve their outcomes. From getting started through strategic conversations to help you identify the tangible goals your customers have to increasing the customer experience through cross-collaboration…
GGR Podcast - Making Your CSMs Become Great Change Management Experts
Are your customers waking up with the goal of using your product more today? The answer is not likely. This means your CSMs need to be stepping into a more strategic role, focused on adoption. Who needs to be involved? What problems are going to be solved (business challenges) What processes need to be updated with your…
GGR Podcast - Meeting Prep is a Lost Art
Are you making your customer meetings stand out? Zoom fatigue is a real thing, and customers are taking a hard look at their calendars as they decide what meetings are worth attending...or not. Doing the simple things really well can make you stand out. This week, @Jeff Breunsbach shares some of the ways you can increase…
What automation playbooks do you recommend for low-touch CS?
Hi there! What’s your experience with automating low-touch CS? And what kind of automation playbooks do you use to make things run smoothly? I’m trying to see how other CSMs in this space do it.
Why Customer Retention is Difficult
In this first of a 9-part series, Anita Toth @ ati shares how 'price' as a reason for churn is often the justification, not the reason, behind customers not renewing. The Customer Emotional Journey shows that the hope and excitement of the purchase of your product of service is very quickly overridden by a feeling of…
GGR Podcast - Building Predictability into your CS Organization
Improved predictability and repeatability correlates with faster growth and better outcomes for your organzation. So how can Chief Customer officers and aspiring Chief Customer Officers delivery repeatable, predictable processes? It all starts with delivering the right skills and strategies. This week's GGR podcast with…
How do you keep CSMs happy?
Did you know that about 69% of current CS teams have quiet quitters? What's more alarming, 71% of CS teams had people physically quit last year, including 4.6% who had over 10 members leave 😳 So how do you keep your team happy & satisfied with their work? Hi everyone 👋 This post is directly related to an article Irina…
GGR Podcast - Our CSMs Are Really Change Management Experts
Are your CSMs prepared to step away from a reactive relationship with your customers into one that helps drive strategy and becomes a true partnership? This week, Garrett Morris and Michael Click from Abrigo talk with Jeff about how they are moving the needle. As a leader, how are you making sure that CSMs are keeping the…