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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…