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January 22, 20255 - Empowering Your Team
Having a strong team, whether you are a leader or an individual contributor, is going to be foundational for making an impact. The January GGR Office Hours kicked off the conversation with Bern Risley sharing insights and practical steps to turn your team into a powerhouse. Here are some strategies for adapting to a…
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July 11 2024 - Cross-Functional CX
Customer experience (CX) is a critical aspect of business strategy, encompassing the overall perception and feelings customers have about their interactions with a company. It involves every part of the organization, with a primary focus on growth and retention. Key elements include engaging new customers, upselling to…
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May 2, 2024 - How to Cross-Promote Community and CS Events
In this week’s Gain Grow Retain Office Hours, Jenny Weigle from Jenny.Community joined us to share a framework for optimizing the alignment between Customer Success initiatives and pre, mid, and post customer engagement through community within the realm of events. We know that events can help us scale information…
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February 22, 2024 - Scaling Data, Goals, and KPIs for Growth Stage
Data is the key to understanding your customer health, experience, and journey, but identifying your metrics and goals in a way that align to your own organizational stage and maturity is a foundational part of the process. In our February 22, 2024 Office Hours, this was the topic that Daryl Vavrichek brought to the group.…
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February 8, 2024 - Empowering CS: Turning Data Into Action
Data. For a business, it is like oxygen – we need it to make good decisions, drive our strategy, and to survive. As a Customer Success team data is used to determine the health of our customers. But our data is valuable for other teams as well and can be used to help formulate plans and identify opportunities.…
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January 25, 2024 - Navigating Change Management
January 25, 2024 Change Management. This term can often be thought of in the context of corporate shifts, but as those in Customer Success know, it is important in customer relationships as well. This was the focus of our Gain Grow Retain Leadership Office Hours, led by Arjun Menon. Understanding the types of changes your…
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January 11, 2024 - Revitalizing Engagement
Customer Engagement – the Holy Grail of any company with a product. Engaged customers make retention easier and can help with upsells and expansion. But how do you keep that momentum going, and even more importantly, rekindle that excitement they felt when they first started with you? This week, the Gain Grow Retain Office…
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April 27, 2023 - Customer Education Maturity Phases
Customer Education Maturity Phases / April 27, 2023 A strong customer education program has huge impact on the customer experience, but it isn’t created all at once. There are phases that the program goes through as it develops, and change management becomes a critical component. Each of these four stages build on each…
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April 13, 2023 Renewal Management
Renewal Management / April 13, 2023 Renewals have gained prominence as the importance of retaining customers versus finding new ones has become a focus. We all know the numbers showing the minimal cost to retain compared to trying to fill the pipeline and close. This week we asked our Customer Success attendees to share…
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March 30, 2023 - Customer Outcomes
Customer Outcomes March 30, 2023 Customer Outcomes. We know that we need demonstrate these to our customers, but how do we do that well? The bottom line is we need to understand what our customers are expecting from the purchase of our product. These then become the North Star we need to keep at the forefront of our minds…