GGR Community Week in Review - December 1, 2023

Heather Wendt

December 1, 2023

Welcome back to the new "GGR Community Week in Review"! At GGR, we focus on what I call the EBC's:

• Events that allow you to learn and network with others
• Best Practices shared by your peers
• Content that is relevant and impactful

We want to make it easy to see what is going on in your GGR community each week without a lot of hassle. Be sure to take a moment to follow the GGR Cafe category and sign up to receive the emails!

Instructions for signing up for the Week in Review

Events

🗨️ GGR CS Leadership Office Hours

Customer Success leadership can be an isolating role. GGR Office Hours is here to help!

Every other week, join the call to connect with your peers and talk about topics impacting CS leaders around the globe.

Share successes, roadblocks, and collaborate with others.

Our last three Office Hours of the year will be December 7th, 14th, and 21st at 11am ET.

Register Now

***Interested in becoming a 2024 Office Hours host for GGR? Click to learn more!***

Webinar - The ROI of Customer Communities

Ever feel like you are speaking a different language when pitching the value of a customer community to your exec team?

Join a no-fluff webinar hosted by Higher Logic Vanilla that's all about equipping you with the hard-hitting facts, figures, and frameworks that resonate at the highest level.

Move from 'nice-to-have' perception into a 'must-have' strategic powerhouse with undeniable ROI.

Come listen to Jake McKee (20+ year community consultant) and Nisha Baxi (Head of Community and Digital Customer Success at Gong) as we break it down.

Register Now

Best Practices (Conversations)

December Question of the Month

How can CS step into the ongoing sales motion? Join the conversation before the end of the month and earn a limited edition badge!

Alternative CS Metrics

If NRR, GRR, NPS, and CDAT were off the table, what adoption metrics would you use to show impact? Check out the conversation!

Community Strategy as Part of Customer Success: What's Yours?

Community is stepping into the CS space as it supports reaching customers at scale. Join the conversation and share your insights or ask questions about how!

Content

🎙️ Podcast

Hearing people talka bout community and Customer Success and curious about what it looks like in practice? Nisha Baxi, Head of Community and Digital Customer Success joins Jay Nathan to talk about how Gong has created a successful program.

Together, they talk about 5 top questions that people have regarding community:

1. Why community? (What is the ROI/Value)
2. Who should own and run customer communities?
3. How do you staff a community?
4. How do you get people to share content in a new community?
5. Should your community be open or limited to customers?

Nisha shares some of the ways she has utlized the Gong community to build a strong customer experience and support iternal teams as they scale programs.

Listen Here

📝 Blog

CS teams are being asked to step into the sales arena in increasing numbers. A newer focus on retention, upsells, and cross-sells means that CSMs need to navigate this landscape with a strategy and lots of tact. This week, @Keith P, founder of Growth Ops, shares his framework for doing this well through FIND:

• Facts - this is a discovery-focused space
• Issues - shine the light on the problems your customer is facing
• Needs - be sure to tie these back to issues
• Dreams - paint a picture of the benefits of an ideal solution

The foundation of the FIND method is relationship building - a vital part of maintaining the trust you are building as their strategic partner.

Check out the blog

2023 Demopalooza Demo Videos

Last month, 20 different vendors representing a variety off CS tech joined GGR for a 4-day binge watch party!

Missed out or wish you could have had someone else on the call to see a particular vendor?

Head over to the Resource tab on GGR and check them out!

*You must be logged into your GGR profile (or create a one if you are new to GGR)

🏃 **Interested in becoming a GGR content contributor? Sign up here!

Community Updates

Did you know that you can stay in the know with GGR conversations through a 1x per week email? It is very easy to sign up, too!

Learn how!