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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…
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March 29, 2024 - Week in Review
March 29, 2024 These past couple of weeks have been full of conversations. Meeting new GGR members or LinkedIn connections, internal calls, customer calls. And while it impacts my calendar, I absolutely love them! The chance to learn more about the people in my GGR and LinkedIn community, hearing their wins and struggles…
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1st Quarter 2024 Introductions
🔉💥🔉💥🔉💥🔉💥 Feedback on our poll was in favor of creating a space for people to introduce themselves! To prevent this thread from becoming overwhelming, we will create a new one each quarter. If you are new to GGR or have been here since the beginning, this space is for you! Share a bit about who you are professionally…
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March 22, 2024 - Week in Review
March 22, 2024 Hi all! So many things going on in these last few months, and it is exciting to watch the desire to continue to improve and strengthen the value of the Customer Success team. As with most departments, you really don't 'arrive' at the full-fledge destination, and instead look for ways to make processes and…
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March 8, 2024 Week in Review
March 8, 2024 Springtime always feels like a fresh start. I read a post recently on LinkedIn where someone shared that for them, spring was a better time to make changes rather than New Years. New years is likely when we might experiencethe post-holiday let down along with the Northern Hemisphere's short days and often…
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March 1, 2024 Week in Review
March 1, 2024 When I was young, there was a saying (and maybe there still is?) that if March came in like a lamb, it would roar out like a lion (and vice versa). As I sit at my desk on this cold morning, the sky is blue, the wind is calm, and all seems right in this small patch of the world (at least until tomorrow when…
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Half-Day Workshop in NYC
Calling all those in the NYC area! ChurnZero is hosting a half-day workshop focused on Digital Content for CS leaders. @Jeffrey Kushmerek, Ali Cudby, and myself will each be sharing about onboarding, customer education, and digital content and community. ChurnZero is offering GGR members a 20% discount, so please use…
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February 23, 2024 Week in Review
February 23, 2024 Our last Friday in February, which means we are nearing the end of the first quarter of 2024. So what are you focusing on during this time of year? Reviewing processes maybe? Identifying opportunities to provide value? Whatever your focus, there are likely conversations about it on GGR. Be sure to check…