Customer Success Leadership Community

How's everyone enjoying their experience with Gain Grow Retain?

  • 1.  How's everyone enjoying their experience with Gain Grow Retain?

    Moderator
    Posted 23 days ago
    Good Morning - 

    How's everyone enjoying their experience with Gain Grow Retain? 

    The content. The group. The site. 

    Anything we can do to keep you folks here for years? Drop us a line below.
    #CustomerSuccess


  • 2.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Moderator
    Posted 23 days ago
    Hey Jeff - I enjoy the content and individuals I have exchanged notes with.  Overall it has been a good experience.

    The only drawback, a byproduct of the forum's success, is the volume of posts and conversations (some of which are duplicates).  I need to dust off my search/filtering skills to ensure I am looking and contributing to the right topics!

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    Brian Hartley
    Senior Director, Customer Success
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  • 3.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Moderator
    Posted 19 days ago
    Thanks @Brian Hartley ​- thank you for the point about volume of posts. Something for us to dig into - how can we make sure content is easily findable...potentially consolidating posts as well.

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    Jeff Breunsbach
    Founder, Gain Grow Retain
    Director of CX at Higher Logic
    Top 25 Influencer 2020
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  • 4.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 18 days ago
    Maybe close some discussions automatically after conversation dies out and move it to knowledge library???

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    Antti Nevalainen
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  • 5.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 17 days ago
    Hey @Jeff Breunsbach

    I can concur with @Brian Hartley​​. The content and the community is fantastic. One suggestion is we could look at how we group posts for easy navigation. Maybe we could set up "areas" to post e.g. "Success plans" or "Reporting" This would allow a more target area for discussion.

    Overall- Fantastic, 

    Thanks
    James

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    James Stuart
    Stockport
    07824628032
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  • 6.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 23 days ago

    Happy Friday @Jeff Breunsbach!

    I have only been to 1 full session of CS leadership hours and I LOVED hearing from other CS leaders as well as contributing to the conversation. It's my first CS community and I'm grateful to be a part of it. The timing of the session isn't ideal with my work schedule so you will see me hopping in and out until I can embed it into my morning. Currently, I'm still getting used to coming in here to add value to discussions. Will keep you posted on any feedback I come up with!



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    Yanira "Janita" Sesniak
    Vice President of Customer Success
    IngeniousIO
    ysesniak@gmail.com
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  • 7.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Moderator
    Posted 19 days ago
    Thank you Yanira - good feedback about the timing, might have to adjust those. 

    What's tripping you up as you come in to add value to discussions? Let me know what you find!

    ------------------------------
    Jeff Breunsbach
    Founder, Gain Grow Retain
    Director of CX at Higher Logic
    Top 25 Influencer 2020
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  • 8.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 20 days ago

    Hi,

    I've not been able to make it to leadership hours but I keep adding them to my calendar in hopes the scheduling will work one day soon.

    The posts and conversations are very insightful and I look forward to spending more time in the community.



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    Andrea Easton
    Martello Tech
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  • 9.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Moderator
    Posted 19 days ago
    Thanks @Andrea Easton - what else would you expect or hope for from a community like ours? ​

    ------------------------------
    Jeff Breunsbach
    Founder, Gain Grow Retain
    Director of CX at Higher Logic
    Top 25 Influencer 2020
    ------------------------------



  • 10.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 19 days ago
    Really grateful for the ways that GGR has "signaled" engagement with Customer Success best practices and learning and growing the function. I think leaning into connecting across the group is what I'm most interested in. For example, I'm posting here because Brian Hartley did and I noticed his name in the digest! Hi Brian!

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    Tyler Sellhorn
    Director of Customer Experience at Hubstaff
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  • 11.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Moderator
    Posted 19 days ago
    Thanks @Tyler Sellhorn - how can we get you in here engaging more? ​

    ------------------------------
    Jeff Breunsbach
    Founder, Gain Grow Retain
    Director of CX at Higher Logic
    Top 25 Influencer 2020
    ------------------------------



  • 12.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 19 days ago
    Hi Jeff,
    The community you've built here is great. It's a nice balance of asynchronous updates and weekly personal touchpoints. 
    If you're asking how to increase engagement here, or help those of us who are passive participants, here are some thoughts:
    (1) There are a lot of great ideas shared in both the weekly gatherings and on the forum. Having a monthly digest of popular content that goes beyond re-sharing a thread the way this site does, would be valuable
    (2) You could build off of #1 and create a whitepaper, or some other thought leadership piece, to aid those look for peer-driven ideas
    (3) I see a decent amount of turnover in the CS world. Perhaps creating a branch of the community to focus on job-seekers/job postings would help anyone in that position


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    Rosalyn Curato
    Chief Customer Officer
    Allovue
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  • 13.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Moderator
    Posted 19 days ago
    Rosalyn, you hit the nail on the head. This is the type of feedback I was hoping for.

    ------------------------------
    Jeff Breunsbach
    Founder, Gain Grow Retain
    Director of CX at Higher Logic
    Top 25 Influencer 2020
    ------------------------------



  • 14.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 19 days ago
    Hey Jeff - 

    I'll second what Rosalyn said.  I've admittedly been less engaged over the last month or so, mainly because of competing priorities.  2021 planning will be the death of me, I know it.

    That said, having a monthly digest or that whitepaper would be incredibly valuable, especially if we've missed these discussions or even the weekly GGR.  It would be great to have "reference" material.

    I hope that helps.

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    Shari Srebnick
    Head of Client Success - US
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  • 15.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 18 days ago

    Jeff,
    I agree with everyones comments. The challenge is finding the time to both consume and collaborate on a constant basis. The digests have been great and I need to just follow some threads to stay engaged. 
    I also think if this isn't already here, maybe a component for new to the space a thread, or space to get direct mentors via the community. For someone who has bene doing this for three years now I still have a lot to learn from the tactical to the strategic. Even as it relates to what career paths may look like for mid level individuals like myself, resume insights, etc. 
    Overall this has been an amazing resource for me and subsequently my team and I just want to make sure I can give back to the community as much as it has given to me. 
    Thanks,

    Chris



    ------------------------------
    Chris Guzek
    Senior Director for Global Customer Success
    Symplicity Inc.
    cguzek@symplicity.com
    202-236-5456
    Washington, DC
    ------------------------------



  • 16.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 18 days ago
    Good Morning,

    I just joined Gain Grow Retain a couple days back and yesterday was my first time attending CSM Office Hours and I have to say it was an amazing experience. Everyone was so welcoming and it was great to get different perspectives and ask questions. We truly have a close knit community and I am glad to be a part of it. 

    This is such a great way of networking for both people who are currently in CS roles and even for people like me who are looking for their next role.

    I still have to look further into what GGR has to offer but I am sure that will come with time. If anyone has recommendations please share.


    Natalia Chaudhry

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    Natalia Chaudhry
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  • 17.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 18 days ago
    Hi Jeff,

    Bummed to say that I have not attended office hours yet due to conflicting priorities and meetings. But, it's on my calendar and I'd really love to make this a priority. One thought is to include the weekly topic on the reminder, I find myself looking for that each week on the reminders and seem to deprioritize at that time. Excited to hop on a call soon. Also, perhaps I'm alone on this but, I sometimes fade out in the depth of the threads. Maybe a bulleted quick summary with links would help. 

    Thanks,
    Jodi

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    Jodi Nicolli
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  • 18.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Moderator
    Posted 17 days ago

    I love it!:
    1) a great network of peers and mentors
    2) relevant content and discussions worth listening to
    3) a great community platform (now) 

    #GGRrocks 

    ------------------------------
    Andreas Knoefel
    2020 - Top100 Customer Success Strategist
    Inventor of the Customer Success Performance Index™
    I maximize customer ROI, and boost CS efficiencies and Net Revenue Retention
    ------------------------------



  • 19.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 17 days ago
    Hi Jeff!

    Once again thanks for the invitation to join the GGR Community. For me it's been great to have the chance to read about relevant / trendy information for all things related to CS. There are plenty of good sources to keep ourselves up to date, but learning and reading from you and others about what really is happening in the frontlines - then you know there's more to learn outside from books!

    What I would LOVE to see at some point here in GGR:

    Have / See / Engage with members from the LATAM region. I'm based in Mexico, and the CS practice is still somewhat new. I'd love to have the chance to engage with other LATAM members to discuss the following:

    Pricing in LATAM
    How to approach customers in our region that are very sensitive to exchange currency fluctuations.
    Renewals, upsells, downgrades, churn: What strategies, tactics come to mind when dealing with customers in this region. 

    Localization of services in LATAM
    How to tackle adoption barriers when your customers don't speak english
    Which plays are the most used from their playbooks when dealing with multicultural customers across the region.

    Business etiquette in LATAM
    What works best / what doesn't when building relationships in XYZ country in the region

    At some point even - having CSM Office Hours / CS Leadership Office Hours in Spanish / Portuguese? 


    Keep up the good work!

    ------------------------------
    Miko Hinojosa
    CSM LATAM
    Zinier
    ------------------------------



  • 20.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 17 days ago
    Hi Jeff - highly valuable content and conversations. It really comes down to effectively managing the abundance of engagement opportunities via GGR and other forums...including other forums/communities dedicated to other areas of interest. With GGR specifically, you are doing a bang-up job of hitting on the right topics and I always have take-aways from office hours sessions. And guess what? Blocking time to consider a different approach or a new idea, e.g. Customer Communications Clearinghouse takes me away from active participation for a few weeks. But I will ultimately return with ideas/feedback to share!

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    Marcus Sparks
    Director
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  • 21.  RE: How's everyone enjoying their experience with Gain Grow Retain?

    Posted 17 days ago

    Hey Jeff - 
    The experience thus far has been excellent.  I agree with some others, that it would be ideal to close discussions after they are finished and to have a way to search content.

    What would be helpful is a job seeker/hiring segment to make connections.  I've been fortunate to have found a  new CSM through GGR! 


    There are also folks who want to get into CSM roles but aren't sure where to start.  They are moving from sales or perhaps technical support roles.  Resources or a community for those people might help grow the community and help them find CS roles. 



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    Stacie Ward
    VP Customer Care
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