The most recent content from our members.
Hi everyone, Heather and I revamped our Blog Hosting Instructions for 2024 a little while ago. We invite you to review them and consider contributing to the wealth of information we already have. Sharing your experience and skills with a large CS audience can increase your industry profile, helping you build your personal…
If you went to your annual check up and your doctor took your temparture and said 'see you next year', you would likely have some qualms about whether you could trust them to keep you in good health. CSMs are often guilty of the same mentality. If we monitor MAU (Monthly Active Users), we have our finger on the pulse of…
As we rapidly approach the start of 2024, GGR is looking to add to the EBC's (Events, Best Practices, and Content) we provide. Do you have some great ideas and processes to share? Choose from the links below to get started! If you are interested in becoming an Office Hour or webinar host, or sharing a template or playbook…
Does your company have a community but your CS team isn't yet utilizing it? @Brian O'Keeffe shares some ways that your community can have a positive outcome even beyond scaling. He shares 10 practical ways you can use the community now: Advocates Connections Engagement Automate Access Manage Forums Celebrate Milestones VIP…
This week, @llitton (Laura Litton) shares some practical strategies to build an effective communication pathway between CS and Product. This relationship is vital in ensuring customer needs are understood and then accounted for as new releases, updates, and add-on's are created, and if this process is not effective, a lot…
Joining forces with your product team can amplify your ability to meet the needs of your customer in a way that is highly effective, but how to you being to tie the teams together in a way that makes sense? This week, @kristinhaluch shares some practical tips to lay a solid foundation as you work to create this mutually…
Are you measuring the right things? Julie Fox, Senior Manager of CS at FloQast takes a look at how to help customers achieve their outcomes. From getting started through strategic conversations to help you identify the tangible goals your customers have to increasing the customer experience through cross-collaboration…
In this first of a 9-part series, Anita Toth @ ati shares how 'price' as a reason for churn is often the justification, not the reason, behind customers not renewing. The Customer Emotional Journey shows that the hope and excitement of the purchase of your product of service is very quickly overridden by a feeling of…
Did you know that about 69% of current CS teams have quiet quitters? What's more alarming, 71% of CS teams had people physically quit last year, including 4.6% who had over 10 members leave 😳 So how do you keep your team happy & satisfied with their work? Hi everyone 👋 This post is directly related to an article Irina…
This week, we repost a blog from Ashley Harpp sharing the thoughts of Filipe Rufino on CSM retention clinics (aka Internal Hackatons). This is a process to work with internal teams to help mitigate risk prior to renewal. It has the added benefit of encouraging team collaboration. This step-by-step guide walks you through…
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