May 3, 2024 Week in Review

Heather Wendt · May 3

May 3, 2024

The expectations for Customer Success teams are changing, and leaders are going to have to pivot to meet them. That was the theme for Gain Grow Retains first live event in 2024, and it was amazing! Close to 100 CS professionals from around the Bay Area came together to network, engage with a panel, and then join breakout sessions, all geared toward discussing some practical ways teams are seeing changes occur while sharing practical insights in how they are adapting.

Special thanks to @rod cherkas, @dan ennis, @sandy yu, and @vanessa Gatihili for sharing their expertise on our panel discussion.

We will be hosting more of these across the US this year, so stay tuned! (And if you want to suggest a town near you for an event, be sure to fill out the form!)

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, May 16th and will led by @Dan Ennis.

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.

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!

NEW SERIES!

Maximizing Revenue Potential with the LAER Framework in Customer Success

This week, @keith p turns the spotlight onto revenue generation. Using the LAER framework, Keith breaks down each area (Land, Adopt, Expand, and Renew) and applies it to Customer Success. Do you have thoughts on leveraging this framework to drive revenue growth? Be sure to share them in the thread!

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Career Crossroads: Navigating New Horizons

@lawoltz is looking for some insights into how to shift from digital marketing with some CS into a truly CS-focused role. Where do you suggest people go to find CS roles that are open to transferable skills? Take a moment to share your experience!

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Where do you get NPS benchmarks by industry?

@Successful_lion is looking for resources to help benchmark NPS scores. What trends are out there in various industries to compare to? If you have a go-to resource, take a moment and share it.

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What tools helped your team scale?

We have all felt the increased demands due to resource limitations, and AshleyGarza123 is asking for your experiences in reaching customers effectively. How are you stepping into that 1:many focus through tools or tech? What do you like or not like about what you are using? Take a moment to share your experiences.

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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!

CONTENT

Office Hours Summary

How to Cross-Promote Community and CS Events

We know that events such as Office Hours and Webinars are an important part of scaling your communication, but are you using them to impact customers well beyond the event itself? And how are you building the awareness campaigns to amplify your reach even further? This week @jenny Weigle joined us to talk about how she has helped CS teams move their events into a more impactful program for customers. She even shares a free framework in the slide deck to help. Take a moment to read now!

Blog

Elevating Customer Success with Community-Driven Strategies

A few weeks ago, I was fortunate to be given the opportunity by Higher Logic Vanilla to speak on how community can amplify the work of the CS team. In a time where resources are stretched pretty thin, having a tool that can elevate your customer engagement and success is critical.

Focusing on 4 areas (event access, increasing reach, content based on the event, and keeping the conversations going), I share my experience in GGR and prior roles at turning events into a powerhouse of information that reaches an audience well beyond those who attend live.

What ways have you found to make your events a strong part of your customer experience?