August 23, 2024 - Week in Review

Heather Wendt · August 27

August 23, 2024

School is back in session for many of your families, and that brings the Fall Fun.I always find Fall to be a time of making sure I am cleaning up loose ends, meeting my annual goals for all the projects I started (both personally and professionally!), and gearing up for the start of my favorite two seasons: Fall and Winter.

It is also fiscal year ending for one year and forecasting for the next. Endings and beginnings…often rolled into these coming months which can bring an extra tiring aspect to life.Be sure to take time to recharge so you can hit these last few months with enthusiasm and vigor!

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, September 5 and will be led by @Jan Young.

Be sure to register

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GGR Demopalooza

I am excited to announce that our 2024 Demopalooza is happening October 28 – 31, 2024! If you missed it last year, we brought together a whole group of vendors who shared demos with our members in a 4-day event.

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!

Registration opening this coming week!

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GGR Live! Austin

It’s official! We are coming to Austin on September 17. This is a great opportunity to network with your leadership peers, hear from a panel of experts, and then break into smaller groups to talk about issues that leaders are facing. In Dallas or Houston? Would love to have you join us!

Learn More and Register!

ChurnZero ZERO-IN ChurnZero's annual customer success leadership conference (formerly BYG RYG) is happening in Washington DC this year on October 16 & 17, and GGR is hosting a Happy Hour! If you have been considering coming, be sure to take advantage of both the Early Bird pricing (through September 3rd) AND a special GGR member discount for an additional 20% off! Hope to see you there!

Discount Code for additional 20% off: ZI-PARTFRND

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 Corner

Help! Strategies for Value and Sales Alignment
It can be tough to help leadership really understand what CS teams bring to the table, and that task is made increasingly difficult with leadership changes. @Kevin has asked for some insights on how you are continually demonstrating the value of a CS team, any strategies for aligning CS with sales, and selecting the right coverage model for success. Take a moment and hop into the conversation and share your learnings!

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Strategies for GTM Teams
CS teams need to be able to identify market risks to renewals (or upsells) but the idea of trying to become a financial expert on top of everything else is pretty daunting. In this post, @Elizabeth Italiano is looking for how you and your teams are using GPTs to combine marketing info and the impact on your customers for health scoring. Have you figured out some prompts that make sense? Be sure to share them!

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Seeking Input on the Usefulness of AI Boths for Customer Success Learning and Coaching @rahul_choudhary is looking for a unique usage of AI bots for CS – one that is training using CS data such as strategies, processes, and methodologies to help with coaching. Do you think this would be a valuable addition to upskilling? What areas would this be particularly beneficial? And what should be watched out for? Would love to hear if anyone is 1) already in the midst of exploring this concept or 2) what your thoughts on the possibilities are!

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3rd Quarter Introductions
Halfway through the 3rd quarter so plenty of time to take a moment and introduce yourself! Help your peers get to know you by sharing who you are in our current space!

Content

Blog

Using AI to Identify Market Impact
AI is becoming an increasingly valuable tool for customer success, and @Elizabeth Italiano has taken some time to share how she has used ChatGPT to help identify potential risks to customer renewal/expansion from market changes. In this blog post, she shares some prompts with guidelines that could help you take a deep dive into increasing your financial expertise without having to spend a lot of time learning market trends. This was originally a LinkedIn post by Elizabeth, and it had so much value we asked to share it! Check out the blog and you can use the link to visit her LinkedIn post too!

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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

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!

Member Highlights

Welcome to Our New Members!
@Sruthi Malla
@Amy Drohan Matson
@utechj
@umarkhan06
@kmcgrew
@Ashley Ford
@kyledickson7
@albakari
@mvasquez
@eringuagenti
@JessPress
@Ryan Matherly
@Kevin
@Priya
@kangbk46
@MTravis
@abaray
@Sredzepagic
@Alicja Warczak
@Crystal
@nataliam89