May 17 2024 - Week in Review

Heather Wendt

May 17, 2024

AI is becoming a stronger player for many teams. How are you using it? I am seeing some terrific backend processes being enhanced by AI (data aggregation, trend identification) as well as on the customer-facing side (real language search, chat bots that are effective). While it still feels like the wild west, companies that are investing in AI support in a data-ethical way will likely outstrip those who are hanging back. Would love to hear some discussions about what the pros, cons, benefits and risks are to AI integration.

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 30th and will be led by @Adrian.

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!

Sales or Revenue Driver – the same thing?

This week we have a great post from @Rod Cherkas that takes a quick look at expansion revenue and the role it plays (or might play) for CS teams. Are they an either/or? Can teams retain the role of trusted advisor while upselling? Take a look and share your thoughts on this great convo! **PS – first 10 comments will receive a copy of Rod Cherkas’ new book!

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How do you manage communications?

@Brian O'Keeffe is looking for some input on what other companies are doing for uptime/downtime notifications for both planned and unplanned maintenance or events. How are you letting your customers know what is going on in a way that minimizes customer frustration and support ticket creation? What is working for you? What areas are still needing improving?

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QBR Script and Template

@EvaS asked a question for some QBR scripts that help outline what should be asked, defining the goals, and upsell/cross-sell inclusions. Do you have an example you can share? What about any info that has worked well for you? This is a slightly older post but with the revenue generation being more prevalent, thought it would be a good one to resurface!

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Multithreading/how soon to multithread

@Goulismp asked a great question that I would love to hear more thoughts on: When do you start multithreading? And the unspoken conversation about HOW to multithread, especially if there wasn’t a large contingent of customer involvement in the purchase. What do you think? When does multithreading start and how do you do it effectively? Let’s share thoughts and processes!

CONTENT

📰Blog
Strengthen Your Revenue-Driving Processes Through REACH

2-time author @Rod Cherkas released his latest book just weeks ago where he introduces a framework to help CS teams prioritize their accounts more effectively while uncovering potential expansion opportunities. Share an expansion story you have experienced in the discussion Sales or Revenue Driver – the same thing? and have the potential to win a free signed copy of his latest book. Read the blog here

COMMUNITY

GGR Summary
It is spring, and that means we are taking a look at how GGR is meeting your needs! Could you spare a few minutes to let us know what is working, what isn’t, and any feedback you might have? Some great things are in the works for 2024, and we want to be sure we are rising to help you solve problems and connect well. Take the survey here

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Has GGR had an impact for you?We would love to hear how! Share your story here.

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Member Highlights

Welcome to Our New Members! 🎉

sreddy

@sr
GarrettLee
Chacha Evl
mfalato
Megan Fehn
Dan D
Haleigh Clark
Eddie Chavez
Gustavo Silveira
Iquentero
JMarciano
Gnewlin888
Dgnewberry
Anuja
@cnilsson

Congratulations to all of our Members Moving Up the Ranks!

Navigator 🗺️
Tobes91
David Kidwell
Dan D
Eddie Chavez
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Kallee McClintock
Daphne
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Jenn Danberg
JMarciano
Sebastien
Clara Kanslime
@Gnewlin888

Celebrating Anniversaries! 🎂
1st Year
marcospadanet

3rd Year
Tova Feldhelm
rachelmarsh