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June 7, 2024 - Week in Review
June 7, 2024 Last week I kicked off the Week in Review talking about the importance of celebrating milestones. This week I wanted to give our GGR community a space to share with each other. When things are going well, taking a moment to reflect on the good things feels unnecessary (don’t we already feel good about life??)…
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May 31, 2024 - Week in Review
May 31, 2024 End of May means a lot of things are gearing up for a break…but we often celebrate those changes. Graduation ceremonies, vacations to celebrate the end of the year, etc. I know that I personally tend to look at the end of a program, initiative or event as the start of the next one, forgetting to give myself…
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May 24 2024 - Week in Review
May 24, 2024 Starting to feel like spring/summer here in the Rockies! This great weather inspires me to get out, exercise, and enjoy nature…for me, this drives ideas and helps ‘blow out the cobwebs’, which is always an energy driver for me. Content has been on my mind for quite a while…it might have something to do with my…
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May 17 2024 - Week in Review
May 17, 2024 AI is becoming a stronger player for many teams. How are you using it? I am seeing some terrific backend processes being enhanced by AI (data aggregation, trend identification) as well as on the customer-facing side (real language search, chat bots that are effective). While it still feels like the wild west,…
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May 10, 2024 - Week in Review
May 10, 2024 CS as a revenue driver is a pretty hot topic right now. How are you seeing this push? For many it can feel like a breach of confidence to have the CSM/Customer relationship muddied by a sales push. But what if you reframe it? When I go to the doctor and they recommend that I have some test done, I can see it…
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May 3, 2024 Week in Review
May 3, 2024 The expectations for Customer Success teams are changing, and leaders are going to have to pivot to meet them. That was the theme for Gain Grow Retains first live event in 2024, and it was amazing! Close to 100 CS professionals from around the Bay Area came together to network, engage with a panel, and then…
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April 19, 2024 - Week in Review
April 19, 2024 Spring is finally starting to show its face in the Rocky Mountains. It is the time of year that I feel inspired to do new things or shake up something that is working but could be better. It just feels like a time of new beginnings and I can’t help but want to do some spring cleaning and updating! Take a…
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Week in Review - April 12, 2024
April 12 2024 This week I was able to head to DC to spend time with folks who are using community to strenthen their relationships with customers, empowering them to step into ownership of learning and building those connections that companies need to build advocates. I am reminded that there are so many parallels between…
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April 5, 2024 - Week in Review
April 5, 2024 How did your Q1 close out? And how is your Q2 looking? There are definitely signs that positive changes are starting to happen with the economy, but there are also continuing impacts that are less than positive in the tech industry particularly. How are you doing with your networking? During times when…
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GGR Blog - Why Customer Success Should Stop Treating MAU as the Key Renewal Metric in B2B SaaS
If you went to your annual check up and your doctor took your temparture and said 'see you next year', you would likely have some qualms about whether you could trust them to keep you in good health. CSMs are often guilty of the same mentality. If we monitor MAU (Monthly Active Users), we have our finger on the pulse of…