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Hi everyone, I'm recruiting for a Customer Success Executive role in Southampton, UK, and I'm hoping to learn from people who work in Customer Success every day. One thing I've noticed is that Customer Success seems to have its own communities, events and networks that many recruiters don't naturally come across. So I'd…
Hi everyone -- anyone here who manages B2B/enterprise style clients (not consumer, not SMB)? I’ve found myself continually very upset/frustrated with the way analytics tools (e.g. amplitude, pendo) work for heavily account-oriented setups (i.e. not user-focused) and am looking for a way to solve this problem. We ultimately…
Everyone thought we were losing the customer because of price. They were wrong. A customer was approaching renewal, and internally the assumption was clear: a competitor with lower pricing was pulling them away. On paper, it made sense. But assumptions have a way of sounding like facts until you have the conversation that…
Scenario Industry: saas Customer Country: Canada Customer Tone: confused Issue: The customer noticed a problem with the Mental Health Application that she recently started using. She paid for an annual subscription plan, and her account still shows that she has not paid and is currently on the free plan. She wants to know…
Hello! I am interested in getting some commercial training for my team of CSMs. There's plenty of sales training out there but I'm wondering if there are any courses/resources for Customer Success sales training? There's of course different situations, nuances to selling as a CSM within an existing account and relationship…
Hello all. Happy to be here- I am a software implementation specialist for restaurants. I work closely with owners and managers as they transition to a new POS- I am their point of contact for training, learning, and making customized changes that fit their particular operation in the early staging of adopting a new…
Hey GGR! Know any events that would be valuable for CS professionals? Add them to the GGR event space! Click on the New Post button from anywhere on the site and select New Event. You can add images, event information, along with a link to the registration page and get the word out! Important note: Conferences are fine,…
During the last week of October, GGR invited 17 different vendors to share demos of their product. Bridging the spectrum from CSPs, Engagement Tools, Onboarding, LMSs, Customer Marketing, and VOC, you now have the opportunity to check out these vendors without obligation. Each vendor page shows their 20-40 minute demo and…
November 8, 2024 As I sit in front of a window looking at almost 2 foot of snow on the ground with another foot to come before tomorrow, it reminds me that even enjoying a snowy landscape is dependent on good preparation. Without that prep, what is beautiful to look at could become costly. The same is true for customer…
November 1, 2024 What an incredible (and incredibly busy!) few months! So many amazing CS-focused events out there, and GGR had a part in a few of them! From our September live event in Austin, TX, to participation in ChurnZero’s Zero-In through a presentation and a happy hour, to the 2nd annual Demopalooza that just ended…
👀 🌝 👀 🌝 New space for the new quarter! Make sure you take a moment to 'meet' your peers and introduce yourself. Whether you are a brand new member or one of the original set, this thread is for everyone to help build an understand of who is in this community space with you! Share a bit about who you are professionally…
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…
Running a Software as a Service (SaaS) company comes with its unique set of challenges and advantages. One of the most significant advantages is the cost-effectiveness of serving existing customers who renew their contracts compared to acquiring new ones. However, this renewal is not guaranteed; it hinges on the customer…
The recent $25B market cap loss is going to be impacting a lot of your accounts if you are an AE or CSM. It's time to do some research and keep in mind: The goal isn't to become a financial expert; the goal is to identify any risks to your deal or renewal and to use recent relevatn events to create a POV that you can use…
LinkedIn Learning recently published a new certification for CS professionals - a first for LinkedIn! ChurnZero (one of GGR's great sponsors!) endorsed the creation of the course by experts, so you know it is going to align with actual needs. Does your organization prioritize customer relationships? Whether you're just…
Overview ChurnZero is a customer success platform that helps customer success teams work efficiently, deliver greater customer value, and drive more revenue. The SaaS company empowers its users to run sophisticated, comprehensive customer success programs. ChurnZero’s own CX team embraced a digital-first approach to scale…
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…
