November 17, 2023 Welcome to the new "GGR Community Week in Review"! Each week, a single post will share the various opportunities, resources, and great conversations that happened in your community over the last week. Conversations November Question of the Month Get involved in the conversation about Digital Customer…
Hey all! Already getting some traction on our first ever Question of the Month discussion. This is a new initiative to spark conversations around Customer Success topics that might not crop up in regular discussions. Participants are entered into a chance to win a gift card, and will receive a special edition badge. Join…
Gain Grow Retain is focused on connecting people, knowledge, and ideas, and to help with this, we are launching a Question of the Month program to highlight the big questions customer success professionals are asking and spark conversation and connection. Each month we will post a question submitted by one of your peers.…
Scaled CS is a hot topic as companies are scrambling to maintain a high level customer experience with resources that are more limited than ever. This week, Nicole Saunders spends some time with @Jeff Breunsbach discussing how Zendesk is utilizing community to make this possible. Getting teams involved in community is all…
Tune in this week as Tessa Thorburn joins Jay to continue the conversation about scaling CS. Definition of CS Driving the most impact and realizing the most outcomes in the most effiecient way possible Primary Considerations How to build support for specialized roles within a team Driving usage through use cases…
This week, @Mike Sasaki joins @Jay Nathan to continue the conversation about scaled CS. In this episode, Mike shares his experience with great examples and practicial tips that have helped him scale multiple programs. Moving from a focus of growth to growing profitably Not about More with Less - focus on doing things…
Does your company have a community but your CS team isn't yet utilizing it? @Brian O'Keeffe shares some ways that your community can have a positive outcome even beyond scaling. He shares 10 practical ways you can use the community now: Advocates Connections Engagement Automate Access Manage Forums Celebrate Milestones VIP…
This week, @DillonYoung, Leader of CS at Maxell joins @Jeff Breunsbach to talk about leading through change. Here are some highlights: Prep before action when changes to priorities happen - need to understand the leading and lagging indicators well to see what will move the needle, not just throw potential solutions hoping…
This week Jeff Kushmerek, Found and CEO of Infinite Renewals joins Jeff B. to talk about a critical part of the customer journey: Implementation. Unlike many part of the journey, implementation is not an ongoing process. Instead, it is one that occupies a finite period of time that must be managed well to create a solid…
This week, Sandy Yu joins Jeff to talk about the importance of priority setting, especially when there are multiple priorities competing for attention. She helps organize the process of identifying the priority to focus on ('there can be only 1 priority - anything else is a list') Questions to make a decision: What…
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