February 23, 2024 Week in Review

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Heather Wendt
Heather Wendt HLAdmin, Member Posts: 319 Gain Grow Retain Staff
GGR Staff 5 Likes First Anniversary 5 Insightfuls

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 out the Search feature to see what others have been saying. And if you can't find anything, start the conversation with a post!

Events

🗨️ GGR CS Leadership Office Hours

The GGR Leadership Office Hours are a great way to connect with your peers through conversations about leading CS topics.

Wondering if it is worth it? Here is some feedback from our latest event:

These present a unique opportunity to bounce ideas off other professionals. The format is great, just enough of a start to get us in the right mindset, time for collaboration and close with key takeaways. Thank you for hosting these, I look forward to more!

Our 2024 schedule is now available here, and our next meetup is Thursday, March 7th and will be focused on Enablement and led by Jeff Heckler.

Be sure to register!

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Office Hours Hosting Spots Available

Have a topic you would like to bring to your peers for discussion and collaboration? Our Leadership Office Hours are a great way to start the conversation, and the good news is, you are spending just a few minutes introducing it to kick off the conversation. Sound interesting? Take a moment to share your interest here.

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🚀 ChurnZero's NYC RYG Workshop

March 14, 2024 from 12 to 5pm EST

Cost $125 (Seats are limited)

3-Hour Master Class focused on Digital Customer Success

Presenters: @Jeffrey Kushmerek, Ali Cudby, and @Heather Wendt

Event Information

Register

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💥 Higher Logic Super Forum 2024

Higher Logic's 14th annual Super Forum returns April 10-12, 2024 to National Harbor (near Washington DC), with two full days of sessions to help you discover the SPARK that connects the dots between community and your customers.

This event is not limited to Higher Logic customers, and will have sessions focused on using community to support 1:many programs, build brand advocates, and drive engagement, all through the power of reaching your customers with the information they need when they need it.

Learn more and register!

Best Practices (Conversations)

Check out some of the great conversations happening on GGR. Click the title to see the full conversation and share your insights!

Upskilling Strategy for CSMs

@Olivia_Williams is looking for ideas on helping CSMs to upskill effectively. Have some resources? Developed a process of your own? Take a moment to help.

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Multithreading/how soon to multithread

A great question was brought to the community by @Goulismp regarding the need to multithread. This is a hot topic right now as involving more of your customer org in conversations and information sharing requires strategy. What are your thoughts on where this fits into the customer lifecycle?

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Effective Metrics for Digital Self-Service Success: Share Your Insights!

@Ryan HL kicked off a conversation about the need to prove the effectiveness of digital self-service. Beyond page views, surveys, etc., what are you meauring, and how are you moving into showing value for your self-service options?

Content

📃Blog Post

Tell Better (Customer Success) Stories

@Keith McAfee shared some insights into how telling the right story around renewals is a critical component in showing how your team contributed to the bottom line in this week's blog. Using an example data piece, Keith walks us through how to tell a compelling story through the data break down.

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🖋️Office Hours Summary

Empowering CS: Turning Data Into Action

@Anita Toth led our February 8th Office Hours focused on how data can influence internal teams, and the summary has been released. Learn how others are driving innovations in other departments through the data collected by your CS team, and what challenges are being experienced when working to impact the overall customer experience.

Community

Have a GGR story?

Has the GGR community inspired, helped, or impacted you? We would love to hear how! Share your story here.

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Now Launched! CS Leaders Group

Are you a CS Leader who has been missing the ability to connect directly with other leaders? GGR hears you and wants to help. In this new group, members are vetted before being allowed to join, ensuring that you 1) know that you are talking directly to peers, and 2) have conversations that are not part of the entire GGR membership (your conversations are private!)

If this is something that you would benefit from, take a moment to fill out a quick form so we can review your request and get you in this private area within GGR! Access the form here.

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