March 1, 2024 Week in Review

Heather Wendt
Heather Wendt HLAdmin, Member Posts: 285 Gain Grow Retain Staff
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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 high winds roll in and a snow storm comes with it....spring time in the Rockies).

As we enter the month that winds down quarter 1, what steps are you taking to make sure your customers are not like my upcoming storm? Calm and happy one minute, churning the next? How are you engaging in a way that allows for authentic conversations, and valuable insights, especially when books of business may be much larger than before? Be sure to check out all of the EBC (Events, Best Practices, and Content) offerings GGR has as you work on building retention strategies that really work.


🗨️ 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!


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.


🚀 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



💥 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!

Performances Churn and NRR vs Accounting Churn

Calculating churn is important. But what happens when there is a difference in opinion on how to calculate it between operational and finance teams? @Lyne is looking for some input on how to either align more effectively or understand when churn should be counted. How would you handle this situation?


1st Quarter Introductions

Just a reminder that this is the last month for our first quarter introduction thread! GGR has grown dramatically just in the 2 years I have been here (we have added 5,200 new members in that time!) and it can be difficult to know who else is in the community.

If you haven't taken time yet to hop on and share a bit about who you are (regardless of how long you have been here), click the link and learn about your peers and share a bit about yourself!


Things Customers Say On Their Way to Cancelling - AI Data

Although this was from late January, I know I would love to hear more insights on the brainstorming ask from @BenB on verbal expressions during conversations that might be an early warning system for potential retention issues down the road. Some examples so far are:

  • I am the only one using it
  • I haven't had time to implement

What other phrases could mean your product is on shakier ground than you might think?


📃Blog Post

Improve Your Customer Retention: Launching a customer retention strategy

Retention is the main focus for most of us these days. But how do you move from a KPI to a true strategy? This week's blog post by @Anita Toth takes a dive into the process of building your strategy while identifying those customer insights that can lead to wins.


Have a GGR story?

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


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.

Member Highlights



@Alex W, @Karl W, @courtneygraham ,@Karen Bros, @Kyler Samoska, @Mo_Smith, @L. Moorhead, and @jwillemain


@Allastair Meffen

New Members

@antoinette.abboud, @markrummel, @Girish16, @Jon Henshall, @Brittany H., @Clodagh M, @Kyler Samoska, @L. Moorhead, @Subbiah V, and @Chrissy



@lg89, @courtneygraham, and @soniyaj


@Andy Swansburg


@Karen Bros and @shuts

*Learn more about the ranks of GGR here@shuts


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