Week in Review - April 12, 2024

Heather Wendt
Heather Wendt HLAdmin, Member Posts: 308 Gain Grow Retain Staff
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edited April 22 in GGR Cafe

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 the work that a community manager does and the passion and focus of CS professionals. It is all about ensuring the customer experience is strong with an eye towards meeting their goals and of course, retention. Loved meeting so many people, including @Dana Alvarenga who I have "known" since the beginning of my journey with GGR…

It also reminded me of the energy that is created when meeting IRL with a purpose (even if it is sometimes just a chance to strengthen relationships). If you are in the Bay Area, be sure to check out the GGR Live! event happening in just under 2 weeks….registration is growing and we are quickly moving towards max capacity, so if you have been waiting but want to come, please be sure to register soon!


🗨️ 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, April 18th and will led by @Vivian Toledo .

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.


Live in the Bay Area? Get registered and join us!

✨ GGR Live is kicking off 2024 in San Francisco! We have a terrific panel that is going to come to talk about how CS Leaders can continue to strengthen their value to the organization in a variety of ways.

April 24 at Par3 in San Mateo is going to be a time of networking and collaborating! We hope to see you there!

**Not in the Bay Area? Let us know where you would like to see a GGR Live event this year!

Register for the April event

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!

Feedback, the Necessary Evil

@Ajgruber is asking a question that many of you might be running into: feedback after not being selected for a role, and how to do it effectively. Are you a hiring manager (or maybe have been in that role)? What feedback do you have to help those searching for their next gig to learn as much as possible from their interview experience?

Success Metricsi

@Seda recently transitioned from pay-for-success to a suscription-based model and would like to have input into how to effectively define success metrics beyond just cost savings. Have some ideas? Jump in and share!


Take the 2024 CSM Confidential Survey!

ChurnZero and SuccessCOACHING have come together with a survey about the role of a CSM. This will be shared out during CSM Appreciation Week this May, and only takes about 5 minutes to complete. Fully anonymous, and no identifying information required! Find more here.


2nd Quarter Introductions

Our new quarter Introduce Yourself Thread has started! 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!


Office Hours Summary

Scaling Data, Goals, and KPIs for Growth Stage

Data is the foundation of understanding whether your customers are reaching goals, and how that movement impacts your organizational goals and KPIs. However, the data you should be focused on will differ depending on the maturity stage of your organization.

In a recent GGR Office Hours, this was the focus of conversation. Participants looked at goals, knowing that customer relationships differ here, considerations that need to be looked at when building a scaled approach, and if you are a company with fewer than 100 customers, what is the 1 metric you should be laser-focused on? Learn what your peers had to say!


Have a GGR story?

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

**Slightly truncated version as I sit in the atrium of the Harbor National Gaylord, enjoying the sun breaking through the clouds :)


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