July 26, 2024 Week in Review

Heather Wendt

July 26, 2024

This last week has been hot here in Colorado. Hoping wherever you are in the world you are staying as cool as possible.

GGR also went through a SPAM attack this last week. This was a particularly savvy one that looked to be a combination of human, AI, and bots. If you struggled to log in this past week, just know that we had to take some extreme measures (over 200 new accounts and about the same number of spam posts in a 3-hour window) but have secured things and restored normal processes again…be sure to log in and check out some new resources!

*PS - if you notice some differences in your ability to post, please know that we had to put some barriers up. You can reach out to me and I will help you get back to normal!

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:

I appreciated the opportunity to connect with a bunch of people interested in CS and how we can improve things for our customers!

Our 2024 schedule is now available here, and our next meetup is Thursday, August 8 and will be led by @Jared Orr who will share some insights in the importance of customer marketing content for growth and retention.

Be sure to register

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GGR Demopalooza

I am excited to announce that our 2024 Demopalooza is happening starting September 10th! If you missed it last year, we brought together a whole group of vendors who shared demos with over 500 attendees (almost 1,000 registrants!).

If you are looking at adding software to your tech stack, this is an easy way to see products in action without the hassle of setting up meetings or joining a marketing funnel. Instead, join to see the products you are considering, and if you are interested in learning more, let us know and we will help connect you! Keep an eye out for registration information within the next week, but in the meantime, be sure to save the date!

Are you part of a tech company that serves the CS community and want to get your product out there? This is a great way to do one 20-minute demo that is seen by hundreds! Talk about scale!😊 Once the event is over, we can host your video on GGR along with a “Learn More” link to drive leads. Oh, and if you are interested, GGR is looking for companies to join our sponsors and help us make this event a success! Reach out the heather@gaingrowretain.com to learn more about the process and to get signed up!

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GGR Live! Denver and Austin

Very excited to announce that we are finalizing dates for our next two GGR Live! events! Austin is going to be happening the 2nd or 3rd week of September, and Denver will be that last full week of September. Once we finalize our locations we will get the official dates sent out with registration capabilities.

Looking forward to bringing CS leaders together in these two great cities to network and talk about relevant CS topics!

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!

CSM Variable Compensation
Lots of things are changing in the world of CS compensation, and @Justin Voellmann has asked for some examples of how variable comp can be structured. How are you ensuring that you are creating a fair structure despite differences in books of business? Share your insights and thoughts on this very relevant topic!

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Tech to support the entire Revenue Org
Are you using tech that is helping support your revenue organization? If so, @Minna Vaisanene would love to hear how it works for you!

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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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Office Hours Conversation – Are You AI Ready?
Jake McKee joined GGR’s Office Hours to talk about how bringing AI to the table isn’t just a quick decision. His focus was on the basics that need to occur before building out AI to avoid AI for the sake of AI. What are you seeing as necessary consideration during planning, and what areas seem to be a jump first, plan later process? Take a moment to hop in and share your insights!

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Seeking Input on the Usefulness of AI Bots for Customer Success Learning and Coaching
This conversation started back in the fall, but as AI has become more and more prevalent in organizational strategies, especially in the realm of the customer experience, I thought it would be a good one to dust off and talk through. @Rahul Choudhary is wondering how specifically people are seeing these bots used in CS tasks such as data insights, bridging gaps that typically challenge teams, and areas you are seeing these tools used where there might be red flags? Take some time and share your thoughts on this topic.

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3rd Quarter Introductions
A new quarter, and that means a new space to introduce yourself! Take a moment to share who you are in our new space!

Content

Blog - Become Your Company’s Customer Retention Expert
In this last of a 9-part series, @Anita Toth does a high level view on the learnings from the previous 8 articles and includes some expert tips you can use to run a customer retention strategy that gets you predictable results. With retention being a huge area of focus for most companies, this series is a must read!

July 11, 2024 Office Hour Summary – CX Cross-Functional Relationships and Memorable Moments
@Julie Fox joined our GGR Office Hours to talk about the need to make sure every team sees the customer experience as something they own. It is no longer enough to have someone own the entire experience, but instead, each interaction is seen as a chance to build memorable moments. Take a moment to read Julie’s take on this topic and see what your peers think about the ‘how’ and times where memorable moments made a difference. Once you have checked out the blog, take a moment to add your thoughts to the conversation in the GGR community here!

GGR SuccessScape
Looking for options for a tech need? GGR has a SuccessScape that pulls together over a hundred different resources (suggested in large part by your peers) and categorized to make it easy to see options. We are relaunching our list and asking for your input – is there a category or segment missing? What tech are you using that isn’t already on the list? Check out the QR code in the document to make your suggestions!

Psst – if you are a vendor and are on our SuccessScape or would like to be added, we also have a very exciting opportunity to have your logo linked to your website it make it even easier for potential customers to check you out. If you are interested, be sure to reach out to heather@gaingrowretain.com for more information!

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!
@hburrs
@thiagocoelho1989
@PatrickMTL12
@TessCustomerSuccess
@Gerald_Smith
@MatthewC
@Joanne618
@ZStewart_CSCX
@Migdalia06
@Madan S
@Gabe Carbone
@SaraDM
@Vikram_Sethi
@Hwitwerdukes
@SJ

Celebrating Anniversaries!
1st Year
@Leigh Hirnisey
@rahul_choudhary

2nd Year
@Doug Sheppard

4th Year
@David Ellin