June 14, 2024 - Week in Review

Heather Wendt

June 14, 2024

The middle of June right now, and my focus is almost entirely on how do you ensure your customers are stepping fully into all that your product has to offer? I know that there are a number of ways to do this, but not one of them compares to the way a customer community fills gaps and increases adoption.

While a community by itself isn’t a magic bullet, the power lies in its ability to foster connections. Connections between your customers and content that answers questions and give instructions. Connections between your customers and your organization so they are brought into the process of development, communication about releases and even outages and bugs, and into the ability to share what they have learned with others. And finally, connections between your customers themselves. Community creates a space for more than just pictures of cats (although I love a great cat picture! 😊)…instead, it creates a give and take of information, the ability to learn and grow from each other, and a way for companies to make sure customers are supported regardless of their product maturity, ARR, or even industry.

Gain Grow Retain is gearing up to create a space for conversations for those that have already adopted community as a component of their customer experience, as well as for those who are just beginning to look into how their goals might be supported. Stay tuned for this exciting space!

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, June 27 and will be led by @AshleyGarza123.

Be sure to 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!

THOUGHT LEADERSHIP SERIES!

Is AI a 3-Dimensional PLG?

With AI being in the headlines almost every where you look, @Guy Galon is asking how CS professionals are experiencing AI. Has it impacted your efficiency? Do you have an AI Assistant or use a BOT to support your customers? What ways are you seeing customers ask for AI in your product or solution? Be sure to join the conversation and share your AI stories!

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Evolving Value of Customer Success

@Shaun Porcar is asking for some success stories and/or challenges being seen by your team. Questions like ‘how do you measure the impact of customer success and what metrics or KPIs are you finding most valuable?’ ‘How has your strategy led to business outcomes?’ and ‘What challenges are you finding for maintaining resources, and what data stories are most effective in overcoming them?’ Take a moment and share your examples to help better understand the evolving value of CS.

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Has Anyone Tried Glue: A New Slack/Teams Challenger?

@Keith P is curious about your experience with the new AI-powered chat app called Glue. With a focus on revolutionizing internal communication, what are your initial impressions and thoughts about its claims.

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GGR Job Board

Did you know that GGR has a job board and that there is activity on it? If not, take a moment to check it out here! This is a job board created for CS roles only and gives potential employers an opportunity to review potential candidates based on skill matching. If you haven’t created a profile yet, be sure to jump in and get started! OH! We are also in the process of adding some very cool new opportunities in the coming weeks to help job seekers even more, so stay tuned!

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Milestone Celebration

Take a moment and share something you are happy about this week. And let’s celebrate the wins – big or small – that our peers are experiencing!

Share your wins here

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2nd Quarter Introductions

Our new quarter Introduce Yourself Thread is just about over! GGR has grown dramatically just in the 2 years I have been here (we have added over 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!

Community

Have a GGR story?

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

Member Highlights

Welcome to Our New Members!
@Britany
@Debbie
@nszczur
@tristen.szafranski
@KateH
@Lakeriya

Congratulations to all of our Members Moving Up the Ranks!
Navigator
@petr.pinkas
@nszczur
@Lakeriya

Celebrating Anniversaries!
3rd Year
@Tony Laurel
@JCW
@rosalynas