Practical CSM Academy

Champion scalable & sustainable growth through the power of Customer Success
2022-09-28 07:00 - 08:00 UTC
The long-term success of your business, and your ability to drive market-leading Net Dollar Retention, depends on your ability to retain and grow your current customer base. As the value center of your recurring revenue business, Customer Success plays a crucial role in powering this growth engine. To unlock the potential of this organization, and maximize adoption, retention, and expansion, you must view CS as a true revenue engine and empower them with the investment, tools, and resources to effectively drive sustainable growth.
Join us as we delve into how leading enterprises drive Net Dollar Retention through strategic operations, Customer Success lead qualification (CSQL), and digitally enhanced customer engagement.
Key takeaways:

The role of Customer Success and operations in driving market-leading Net Dollar Retention
How to generate and nurture Customer Success lead qualification (CSQL) to boost expansion
How to create a digital customer engagement model that drives sustainable and scalable growth

Delivering Customer Success at Scale
2022-09-28 10:30 - 11:00
How do you get the coverage model right for Customer Success as you grow? Is it possible to do more Customer Success with the same resources? Can we scale effectively AND improve the customer experience? Join our webinar with special guest Natascha Evans, VP Global Enterprise Customer Success at Salesloft.

Agenda

1. Common challenges in coverage as you grow and scale.
2. How to evaluate your model and where to start improving.

3. Tools, automation and get more leverage on your work.
4. KPIs and health metrics to measure the impact of the coverage model.
5. Where are we going from here? What’s next for Customer Success.

Basic CSM - Soft Skills for CSMs
2022-09-28 17:00 - 18:00
Everyone knows that CSMs need a good range of soft skills to be able to perform their role, but what are “soft skills”, and which ones are the most important for CSMs to have mastered? Join award-winning author, speaker, and Customer Success trainer Rick Adams as he provides a detailed description of the exact knowledge, skills, and experience required to perform the role of Customer Success Manager.

Why Knowledge Management Is Critical to Business Resiliency
2022-09-28 17:00 - 18:00
How Organizations are Future-Proofing Business by Harnessing Company and Employee Knowledge // Live Wednesday, September 28 at 9am PT/ 12pm ET

Knowledge should be a strategic advantage for your business. The collective knowledge of your organization and its people fuels innovation, improves operations, and helps shape the customer experience. Yet many organizations struggle to capture, preserve, share, and build on their knowledge in today’s fast-moving and increasingly digital-first workplace, leaving them at risk of being left behind at a time when business resiliency is more important than ever.
If companies continue to conduct business in information silos, they are at risk of losing their investments in talent and intelligence, their reputations, operational excellence, and competitive standing. Taking a proactive approach to managing knowledge sets companies up to be both more competitive in times of high growth and derisk business operations when markets change.
Join Jordan Slabaugh, Chief Marketing Officer at Bloomfire and guest speaker Cheryl Mckinnon, Principal Analyst at Forrester Research, as they explore the role knowledge management can play in enabling a more collaborative and effective digital workplace, and reducing business risk by actively avoiding siloed decision-making and institutional brain drain (knowledge loss).
This webinar will cover:

Examining modern business resiliency and how it drives long-term value and impact
Knowledge as a component of the digital workforce and new strategies for managing both successfully
Strategies to turn knowledge into a sustainable resource for your business

CSOs, Harmonize Account Management and Customer Success to Retain & Grow Customers
2022-09-29 15:00 - 16:00
Customer retention directly affects organizations’ growth strategy. Over half of customers seriously consider suppliers other than the incumbent as their renewal or repurchase dates approach. Chief sales officers (CSOs) often underestimate the customer success team’s impact in guiding customers to current value realization and its potential to drive growth. CSOs need seamless interaction partnerships between customer success and the account management team to retain customers and growth. Join this complimentary webinar to learn about critical lessons for building and deploying customer success resources for the management of existing customer relationships.

Learn how to define account management and customer success role responsibilities
Discover how to prioritize and leverage customer success best practices within your industry
Foster organizational alignment by establishing customer success measurements linked to sales results

Customer Discovery – The Secret to Startup Success
2022-09-29 16:30 - 17:30
Join us for a two-part workshop on the fundamentals of customer discovery.

About this event

Every successful entrepreneur knows that customer discovery is an essential first (and ongoing) step in creating a new product, service, or business. Understanding who your potential customer is, what keeps them up at night, and what motivates them to solve those challenges, provides the foundation for everything from product development to more effective marketing and sales.
Join us for this two-part workshop to learn the fundamentals of customer discovery. Session one on September 29 will introduce the key customer discovery concepts and ground rules – along with pro tips for framing the right questions and how to conduct an effective interview. After you’ve had the chance to create your customer discovery plan, the second workshop on October 6 will provide hands-on practice with guidance from our expert coaches. Working together with SPARK’s entrepreneurial team you’ll have the opportunity to perfect your interview process and explore what the results mean for your product or business.
The Customer Discovery series is presented by Ann Arbor SPARK.

Coffee Bar Conversation - Customer Success in Northern Europe
2022-09-29 17:00 - 18:00
ABOUT COFFEE BAR CONVERSATIONS

Coffee Bar Conversations is a series of informal interviews conducted with both acknowledged experts and up-and-coming new thought leaders in the Customer Success space. Each conversation has its own topic – typically a topic that is either particularly relevant at that time, or one in which the guest being interviewed has a special interest or particular experience.
Each conversation takes place virtually, but in our imagination, we envisage guests and hosts meeting in a local coffee bar for an informal chat before or after work, and that informal, relaxed and friendly ambiance is exactly the type of vibe we aim for in the events.
Your host for the Coffee Bar Conversations series is our very own CEO, Founder, and author, Rick Adams. As well as being broadcast live, each event is recorded for prosperity and Practical CSM Academy members can access these recordings along with many other CS-related assets in the ever-growing Content Library – the world’s largest repository of Customer Success training content.

CSN Cafe French Riviera
2022-09-29 17:30 - 19:00
An informal monthly catch-up for Customer Success Professionals of all levels to meet and discuss challenges over a coffee.

This cafe is designed for Customer Success Professionals of all levels to meet, discuss challenges and share best practices in the industry in a friendly atmosphere.
These cafe’s provide a great opportunity to build your connections in your professional network as well as establishing a central hub where people can share ideas and industry insights. We will also have featured topics every 2 months across all our cafes to discuss & learn more about.
VENUE

Le MK

Avenue Roumanille, 06410 Biot
Biot, 06410 FR

This is not to be missed for any Customer Success Professionals. Look forward to seeing you there.

This event is brought to you by members of Customer Success Network. Join our workplace community or learn more about us here.

NEW INSIGHTS IN WORKFORCE MANAGEMENT FOR FIELD SERVICE
2022-09-29 19:00 - 20:00
Join us September 29, 2022
11:00 AM PT / 2:00 PM ET
Managing a field service workforce is difficult, and the stakes are high. With field techs on site in the home or office of your customers, they have a huge impact on account satisfaction and brand perception. With the average cost of an on-site field visit averaging over $400, inefficiencies impact both the employee and the customer experience…and the bottom line.
To navigate these complexities, service leaders are looking at ways to digitally enhance and streamline processes for workforce management. With the age of the schedule and dispatch tools used by B2B tech companies averaging seven years, and mobile tools averaging five years, it is unlikely aging technology is taking advantage of recent innovations.
Join TSIA and ServiceNow for a discussion about:

How companies are using automation and AI to empower teams.
Ideas to simplify work for dispatchers and field service resources, and how to create a great workplace.
Ways field service organizations are using augmented reality (AR) to train, support, and guide field service technicians, and help deflect unnecessary dispatches.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Tom DeVroy
Sr. Advisory Solution Consultant, ServiceNow
Beth Colehower
Director, Product Marketing, Field Service Management, ServiceNow

Unifying Customer Engagement Strategies for Marketing— with Harvard Business Review Analytic Services
2022-10-04 08:00 - 17:00
In today’s economy, customer retention is more important than ever.

So Harvard Business Review Analytic Services recently asked business leaders how they’re meeting the moment—and 88% said ongoing customer engagement is critical to their bottom line.
But what does that mean for marketing teams?
Join us as we dive into the just-released Harvard Business Review Analytic Services research sponsored by Intercom on the latest customer engagement insights and strategies. We’ll also be chatting with marketing leaders about how they’re unifying their customer experiences in order to keep their businesses growing in the years to come.
You’ll discover:

How businesses are connecting their tools and strategies to scale personalized customer engagement
How to build the teams and culture that improve collaboration

How marketing leaders are working with product, sales, and support to engage customers across the entire journey

The Customer Conference Dublin 2022 – The Morrison Hotel
2022-10-04 08:30 - 18:00
The Customer Conference Dublin 2022 image
The Customer Conference – the leading CS conference, is coming with its Dublin edition in October!
This Autumn, we are bringing leaders and individual contributors from all corners of customers success to uncover our Pathways to Growth!
Join us to discuss everything about CS and growth – be it revenue growth, personal growth or professional growth. We will dive into exciting topics such as:
⭐️ the theory and operationalisation of CS revenue ownership
⭐️ the role of CS Operations in business growth
⭐️ how to develop and grow your CS team as well as yourself as a leader
⭐️ ️ how to align with other leaders and executives to achieve business growth
⭐️ how to prepare yourself and the rest of your business, for a diverse and productive workplace of tomorrow.
The conference day will include key notes, panels, and workshops specifically designed to fit each professionalisms and levels of seniority – from CSMs, through Operation Managers, to senior managers and executives. Join us to learn and develop together!

HOW TO CREATE AN OUTCOME - FOCUSED COMMUNITY JOURNEY
2022-10-04 19:00
Join us on October 4, 2022
11:00 AM PT / 2:00 PM ET
Join Adrian Speyer, Head of Community at Higher Logic for a discussion on how community drives outcome across the customer journey. Adrian will share an action plan on each customer touchpoint and the outcome you can impact, with examples of real-life communities. Here is a sample of the areas of focus:

Acquisition: How can the community help prospects learn about your business and the solutions you offer?
Conversion: What impact can the community have on converting prospects to customers?
Retention: What community programs can you create to keep customers happy—and returning?
Loyalty: How can your community assist in moving customers from just members to brand promoters?

No matter the current state of your community program, either nascent or thriving, this session will guide you to better results for your organization.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Adrian Speyer
Head of Community, Higher Logic

The Customer Success Conversation: Raising the Customer Success Profile
2022-10-05 14:00 - 15:00
For passionate professionals to share knowledge on customer retention & growth, career progression & move customer success up the agenda!

About this event

Welcome to The Customer Success Conversation!
This free monthly online meet up brings together customer success professionals to meet peers, learn from others and share your own experiences in a safe and supportive environment.
This session of The Customer Success Conversation will be about raising the profile of the customer success team and role internally. Despite phenomenal growth and recognition as a relevant and key role, Customer Success is often bumped down the priority list. The role of Chief Customer Officer is nowhere close to common place and many CS professionals are over worked and under appreciated. Let’s discuss how you can start to make change happen and hear from others who have managed to raise the importance within their companies.
Common challenges customer success professionals face are:

A general lack of awareness within the company of the value of Customer Success and specific output
A focus and celebration of new logo sales above retention and expansion of existing customers
A lack of appropriate renumeration, with other teams often receiving credit for work done by CS
Reporting lines into Sales leadership rather than a Customer Success specific C-Level role, leading to competing resource justifications, with sales often winning

Who is this event for?
This event is for all customer success professionals, leaders, individual contributors and those just looking to understand the role of customer success better.
Why Attend?
Meet peers, learn and share on topics experienced across the role of customer success

Customer Loyalty
2022-10-06 17:00 - 18:30
This session is designed to provide an overview on customer journey mapping.

About this event

This is part two of a three part marketing series.
This session is designed to provide an overview on customer loyalty, setting it up within your business to be able to create loyal customers who will help you reach your current business goals. You will gain tips and tricks of what information you will want to collect from your customer, what easy things that can be done to increase loyalty and appreciation.
Session Philosophy: Keep things simple, test and learn, celebrate wins, workshop style discussion.
Session Overview:

What is customer loyalty
How do you measure customer loyalty?
Customer Loyalty at each stage of your business
CRM (Customer relationship management) and Marketing
Types of loyalty marketing offers (with examples)
Questions

Join us for Part 3 on October 26th 12:00pm – 1:30pm.
About The Presenter – Chantel Escoffery
Proactive, self-motivated Marketing Professional with over 22 years’ experience within the gaming, charitable gaming, non for profit, online legal products, financial, travel and retail/ service industries for both consumer and B2B markets. In-depth knowledge and understanding of marketingadvertising techniques, and customer loyalty strategies. Strong analytical skills and problem-solving abilities to make sound business decisions and provide creative strategic marketing plans.

More Insights. More Engagement. Fewer Heroics.
2022-10-06 17:30 - 19:00
Build A Durable Business & Scale Your Team

Gainsight gives you the tools you need to become more effective than ever before in driving wildly successful customer outcomes and helping users discover and fall in love with your product. Join us as we showcase the latest and greatest product enhancements that will help you build a durable business.

Uncover The Steps of Durable Growth

From digital customer success to product-led growth to community engagement, Gainsight will be unveiling a host of exciting new features to help you execute your own Durable Growth Playbook.

LEANING INTO THE CURVE: DIGITAL TRANSFORMATION DURING TIMES OF UNCERTAINTY
2022-10-06 19:00 - 20:00
Join us October 6, 2022
11:00 AM PT / 2:00 PM ET
According to research from customer experience (CX) experts Watermark, CX-leading companies gained an average of 6.1% in returns during the Great Recession from 2007 to 2009. But during times of economic uncertainty, there’s an impulse to cut costs (at all costs) and reduce investment in customer experience.
To shore up foundations and boost bottom lines, businesses need to continue investing in the overall customer experience by prioritizing tools that both reduce costs and increase customer and employee satisfaction—or else they risk long-term implications like high voluntary attrition rates and rising customer churn.
In this webinar, Joe Jorczak, Head of Industry for Service & Support at Yext, will discuss how organizations can leverage advanced knowledge management tools to achieve operational excellence, stand out from the competition, and secure long-term benefits.
This session will cover:

Why providing exceptional CX is even more critical in times of economic uncertainty.
How to scale your existing resources with effective knowledge management.
Best practices for reducing costs while simultaneously improving customer experience.

Join us to discover how to deliver value for your business and customers by making strategic investments in knowledge management and content findability.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Joe Jorczak
Head of Industry, Service & Support, Yext

How to Improve ROI by Integrating Visual Assistance Into Your CX Toolkit
2022-10-06 19:00 - 20:00
Improve efficiencies, accuracy, and customer interactions with the power of visual assistance. Arm your CX teams with AR-powered visual assistance tools to increase ROI, customer & employee satisfaction, and other key KPIs.
Meet your customers any time, anywhere and on any device. See what your customer sees and solve with empathy and efficiency. Connect project details and deeper data insights to better understand your customer, teams, and product.
Join Seth Earley, CEO & Founder at Earley Information Science and author of “The AI Powered Enterprise” to learn how integrating visual assistance can make your work easy.
Join us to discover:

What is Visual assistance + AR tools and how it is increasing effciencies, improving customer and employee satisfaction and ultimately leading to positive ROI and KPIs
Why and how customer interactions are evolving (digital transformation, human vs bot interaction, conversational service, white-glove support at scale)
Visual assistance use cases & Streem customer success as proof points

B2B Summit EMEA
2022-10-11 08:00 - 2022-10-12 17:00
Align. Advance. Accelerate.

Smarter Decisions, Better Outcomes.
B2B marketing, sales, and product leaders are empowered by their relationship with Forrester to get ahead of the game: to see around corners and not just anticipate changing circumstances but turn them to their maximum advantage. It all comes down to smart decision-making — having the insight to plot the shrewd move, the timely course adjustment, and the right moment to think big. Insight leads to smart decision-making, enabling B2B marketing sales and product executives to take the lead in their organizations and fostering the alignment and connectivity that will lead to future success.
But it’s about more than just fine-tuning the engine — it’s about powering your growth and accelerating your journey, leaving the chaos and confusion behind, and moving forward with clarity and confidence.
B2B Summit EMEA is the premier event to drive business and fuel the revenue engine. Explore ground-breaking research, models, and frameworks, designed with your organization’s priorities in mind. Insightful breakouts, hands-on case studies, lasting peer connections, and inspiring keynotes all contribute to empowering the strategies of marketing, sales, and product leaders to foster results that surpass goals.
Join hundreds of your peers on October 11–12, 2022 as we uncover endless possibilities to drive measurable impact at B2B Summit EMEA. Secure your ticket today.
Intercontinental London – The 02
One Waterview Drive, Greenwich Peninsula, London, SE10 0TW
Standard Rates

All prices are shown in EUR; credit card charges will be in EUR. We are experiencing some technical issues with certain banks. If you need assistance or would like to make a purchase, please contact events@forrester.com.

CLIENTS
2200 EUR

NON-CLIENT
2500 EUR

GOVERNMENT/NONPROFIT
1600 EUR

Digital Experiences Without Drama: Empower Marketers and Streamline Development
2022-10-11 19:00 - 20:00
Recent years have seen businesses moving from legacy suites and DXPs to stacks comprised of developer-first, best-of-need composable technologies. But there are two huge barriers to widespread adoption:

1. Marketers can’t easily work with headless APIs to create digital experiences
2. Websites can’t run on CMS alone, so developers are forced to spend hundreds of hours writing “glue code” to make services from different vendors work together seamlessly

How can businesses get the cost and agility benefits of composable technologies while empowering marketers to create, launch and manage their experiences without submitting yet another ticket to IT?
Join Nick Barber, celebrated industry expert, former Forrester analyst and VP at Insight Partners and Lars Petersen, CEO of Uniform, to discover:

How B2B and B2C businesses can take the drama out of digital experiences to improve time to value for digital investments
How the emerging digital experience composition (DXC) category allows each team involved in digital delivery to go beyond the tech stack to own their respective areas of expertise
The composable cheat sheet: Who is it for, how to get there and what to avoid

BIG RYG 2022 - The Customer Success Leadership Summit
2022-10-12 - 2022-10-13 | Convene, 1201 Wilson Boulevard, Arlington, WA, 22209, United States
The best Customer Success conference, hands down.
BIG RYG DC is where Customer Success leaders discuss your most pressing challenges and trends.
The event is being held in D.C. metro’s tallest building, which offers million-dollar views of the nation’s capital skyline.
Join hundreds of your peers to share best practices, ask questions and get the answers you need to improve your team’s effectiveness, your customers’ satisfaction, and your company’s bottom line.
*RYG = red, yellow, green: the common indicators of customer health.
Successful customers are the heart of our business. Let’s keep them in the green.
One of the coolest things I get to do every year as the CEO of ChurnZero is invite you and other incredible Customer Success leaders to attend, share their knowledge, and set the tone for the future of the industry at the best annual Customer Success conference out there: BIG RYG* 2022.
Why is it the best?
The attendees. Passionate, generous Customer Success leaders like you who want to help solve Customer Success challenges – not just talk about them – by offering ideas that can be implemented today.
The format. This conference is all about ensuring you have the best possible experience. There is no selling, no fluff, no death-by-PowerPoint. You’ll take part in detailed workshops for in-depth conversations, keynotes, and traditional breakouts to keep the conversations flowing. And there is plenty of time to network and have fun along the way.
The speakers. Over the years, we have featured incredible speakers including Jason Lemkin from SaaStr, Sandi Lin of SkillJar, Rahul Jain of Pendo, as well as executives from ESG, Zoominfo, GrubHub, iContact, Mailchimp, Grotech, Baird, TrustRadius, Playvox, Kenect, Intellum, 6sense, and so many more. This year’s caliber of talent will be no exception but there is one change: we want to feature you! Tell the industry about the amazing things you and your team are doing that are making a big impact on your customers and your business.
The approach. Our mantra for this conference (and our company) is: Speak simply, be real, and challenge the audience. That said, we focus on delivering content that opens up new perspectives on what’s possible with Customer Success, provides tactical answers to your most pressing challenges, and explores what it takes to run a modern Customer Success organization today.
The location. Washington D.C. is the Silicon Valley of the East. 😊 Seriously, our nation’s capital is beautiful in fall and this year’s conference will be held at an incredible space which overlooks the entire city. While you’re here, visit the monuments and world-class Smithsonian museums, all free of charge.

​​​​​​Generating Maximum Efficiency from Customer Success Management
2022-10-12 17:00 - 18:00
Customer Success Management potentially provides a great ROI for many companies, but the costs of service can easily get out of hand if left to its own devices. What can CS Leaders do to help create a lean and efficient CS service that also offers a high-quality experience for all customers?
Direct link to the Live Room – https://event.webinarjam.com/go/live/295/k6qgosmqfns2s1

Customer Success Festival | Virtual
2022-10-13 08:00 - 2022-10-14 17:00
🗓 Date: October 13-14, 2022
📍Venue: Virtual
What is Customer Success Festival ? 🤔
The Customer Success Collective will assemble customer success experts from the world’s largest companies and most exciting startups.
Our festival invites you to connect, network, and learn from who’s who in the CS industry about the latest CS trends.
With curated discussion panels and actionable keynotes, you’re sure to return with a fresh perspective and new ideas.
Speakers Highlights. 🧠

Sherrod Patching
Vice President of Customer Success, GitLab

Sherrod Patching leads the global customer success management teams at GitLab. She is a seasoned customer-centric success leader with deep experience building high-performing global teams focused on driving adoption and expansion through excellent customer experiences.

Nick Chang
Global Head, Network Security Customer Success, Palo Alto Networks

Nick has extensive experience in building, managing and growing all customer success businesses, such as managing consulting, professional services, operational management, education services and product support services.

Lauren Semenero

Head of Customer Success, Americas, Logitech

Lauren in an optimist with a passion for driving customer success who is constantly looking for ways to innovate and engage to accelerate results.
Agenda Highlights. 🔥

Optimize your onboarding process to reduce early-stage churn
Engage, convert, retain; holistically understanding your customers
Enable your organization to achieve retention and renewals
Track the high-growth trajectory of customer success and look at the future of the function
Build alignment between sales and post-sales customer success teams to drive LTV

Advancing AI in customer service: Insights from CX leaders
2022-10-18 17:00 - 18:00
Tuesday, Oct. 18, 2022 at 9 a.m. PST | 12 p.m. EST | 5 p.m. WEST
The value that artificial intelligence can bring to contact centers in 2022 and beyond is already well-understood—so much so that 85% of CX professionals believe it’s important to leverage AI and automation now. Despite recognizing this potential for AI, many organizations are slow to progress to more mature levels of AI technology, even though over half of those surveyed anticipate failing to do so will lead to lower customer satisfaction and loss of productivity.
Join guest Max Ball, Principal Industry Analyst at Forrester and Ben Rigby, SVP, Global Head of Product & Engineering, AI, Automation, and Workforce at Talkdesk as they add context to these trends and take you through the insights and perspectives found in the latest Talkdesk Research report, The future of AI 2022, based on a global survey of 500 CX professionals.
The themes covered will include:

What leaders expect to gain from incorporating AI into CX and what it means for the contact center.
Where organizations are making their investments in AI today, and why.
How organizations can overcome common challenges to maturity in order to take advantage of the benefits AI offers.

Customer Success Festival | Boston | October 19, 2022
2022-10-19
🗓 Date: October 19, 2022
📍 Location: Boston
What is the Customer Success Festival? 🤔
The Customer Success Festival is making its way to Boston. 🇺🇸
We’re putting the brightest minds in the world of customer success into one room to share their success stories, best practices, and greatest challenges.
Harness the power of in-person events, form genuine connections, and gain valuable insights to elevate both your professional development and your organization’s growth.
What will I learn from the Customer Success Festival?
To put it simply, you will:

Understanding the KPI’s what metrics should you be measuring to inform your CS strategy.
Discover the best retention strategies and how to enhance customer experience.
How CS can effectively collaborate cross-departmentally.
The opportunity to network with CS experts in an intimate in-person setting.
Benchmark industry insights from CS professionals across your peers.
Agenda highlights. 🔥
📍Customer success operations: when and why is it needed?
📍 Customer retention strategies to increase your ARR
📍 Metrics CS departments should track to optimize performance
📍 When and how to scale your team for success
📍 Customer success and cross-departmental collaboration
📍 Create a customer experience that can grow the bottom line
📍 Learn how to position CS as a strategic revenue driver
📍 Discover the most effective churn mitigation techniques

StartupTalk #42: Packing for Growth – Customer Success for B2B SaaS Startups
2022-10-19 08:00 - 09:00
Being customer obsessed should always be the first, second, and third priority for any B2B SaaS startup when packing for serious growth. As the word recession is starting to trend these days, we give you the top 5 customer success strategies to help accelerate long-term growth and resilience.
Why you should attend

The greatest SaaS tech companies of today have gotten to where they are because of the success of their customers. We’re not shy to admit that investing heavily in long-term customer success might not be top of mind in the early innings of your go-to-market strategy, but once you get the ball rolling – it’s the long-term relationships that’ll turn you into a unicorn.
It’s no secret that SaaS companies utilizing a subscription model face greater risk of high churn rates and lost revenue. When setting out to build an exponential growth engine, most startups tend to place all their focus and money on the customer acquisition – and while there might be some truth to it (you won’t get anywhere without people in your shop) it’s far from the whole story. In fact, the sort of meaningful and sustainable growth that’ll make any VC go electric stems from a far less obvious area: Customer Success. Investors want to the sort of growth that can only come from organic retention, meaning stacked layers of cohorts which derives from high customer satisfaction, product adoption and usage.
The thing is, you can’t sit back and wait for the customers to adopt and engage with your product – and if done right, it’ll cause a ripple effect of high engagement to cascade through the retention curve, eventually creating a major impact in the long run. While unit economics and metrics might tell a good story to the investors, this StartupTalk is all about the best strategies and tactics to make your customers roaring successful. It’s the meet-cute that every good lovestory needs.
In this StartupTalk, you’ll:

Get the top 5 customer success strategies for B2B SaaS Startups – with a keen focus on onboarding and retention tactics
Learn how you to get new users to experience the core value of your product and business as quickly as possible – and how to accelerate it
Get the insights and scope of how one of the greatest tech startups have succeeded with their customer success
Explore, analyse, and understand how to utilize HubSpot CRM system to achieve ultimate customer success

Program

09.00 – 09.05 Welcome and introduction to the topic with the PSV Academy Program Manager, Camilla Baumgarten
09.05 – 09.25 Design B2B SaaS Customer Success Strategy: Delighting Customers at Scale with HubSpot expert Conor Dempsey
09.25 – 09.45 Founder’s story TBA
09.45 – 10.00 LIVE Q&A – Ask us your most burning questions

*Due to our active partnership with HubSpot, we are able to offer our companies discounts on the HubSpot CRM platform and tools. Please use our unique link to get instant approval for a discount and get set up with a free CRM.
**All attendees will also be able to get a complimentary 14 day trial for Service Hub Professional to better explore how HubSpot can help you meet your customer service needs.
Any questions, please reach out to our point of contact at HubSpot, Ragini Campion.

Scaling Customer Success with Data and Insights
2022-10-19 17:00 - 18:00
Whether your Customer Success organization has 100, 1,000, or 10,000 employees, it never feels like enough. With thousands of commercial customers around the world using hundreds of different solutions, Microsoft needed help scaling to connect the right customer with the right resources at the right time.
Rather than add headcount, the company turned to a readily available resource with a low cost to scale: data. In this keynote, Mark Souza, Corporate Vice President of Microsoft Customer Success, shares how Microsoft aligns people and process with data and insights to empower a global Customer Success function that is 100% aligned with customer priorities.

How to Grow Net Revenue Retention
2022-10-20 10:30 - 11:00
Agenda

How do you build your Sales and Customer Success organization to enable NRR growth? What does your ideal Customer Profile look like and how do you determine the right KPI:s?

1. Understanding the leading indicators of Net Revenue Retention.
2. Common challenges between sales and CS, including revenue leaks and how to solve real churn issues.

3. Segmenting for Ideal Customer Profile in practice, how to find the right customers that will grow with you and enable expansion.
4. Building a seamless Sales and Customer Success, both as an experience and as an organization.

5. North star metric and how to lead with the right operational KPI:s.

How to use AI to scale customer success & reduce churn
2022-10-21 16:00 - 17:00
Regardless of your company’s size, target market, or demographics. I’m sure the most serious issue you’ve faced or will face is CUSTOMER CHURN.
And It depends on 2 main factors:
1. The way each user uses your product/service.
2. How engaged your users are with your product/service.

While it is impossible to track each user’s engagement, interest, and feature preference for your product. Furthermore, even with skilled and experienced customer success executives, user churn is undeniably the most difficult thing to manage!
That’s where AI assistants come in, proactively engaging with each user, providing personalized support, and significantly lowering churn, allowing you to scale your revenue and business the way you’ve always wanted.
AND IN THIS FREE WEBINAR, WE WILL TEACH YOU HOW!

Join 7Targets Exclusive webinar on
– 21st October, 2022 at 11:00 am EST (8:30 pm IST)
– A FREE masterclass to “Increase Customer Success and Reduce Churn to exponentially grow your business using AI”

I’m looking forward to seeing you at the webinar!

Marketing’s Role in Customer-led Growth
2022-10-25 18:00 - 19:00
Many SaaS companies are talking about making a shift to customer-led growth. But what does customer-led growth really mean, and more importantly, what is marketing’s role in creating and supporting a customer-led growth strategy?

ABOUT

Tiffany Keel
Head of Customer Advocacy @ ClickUp

Tiffany Keel is the Head of Customer Advocacy at ClickUp. She’s an expert in building frameworks for developing customer stories at scale and cultivating customer communities. Over her customer marketing career, her passion has been celebrating customers’ successes, helping grow their careers, and fostering customer connections.

Lisa Matzdorff
Sr. Manager, Customer Advocacy & Communities @ OpenText

Lisa is a seasoned customer advocacy pro with more than 20 years’ experience in customer marketing leadership roles and contributing to customer advocacy programs. Her knowledge extends from strategic planning, developing outcome-based content and influencing revenue growth, to deploying customer-led growth strategies, communities and CABs to increase retention. She recently joined the OpenText Security Solutions BU. Previously held roles at Bolt, 8×8, Symantec, VMware, EMC, and even has agency experience working at Big Sky Communications.

CD Release Notes Highlights – Q3 2022 Quarterly Review
2022-10-25 19:00 - 20:00
Are you an ASC looking for an easy way to keep up with the most impactful changes from the Continuous Delivery process? Simply join Customer Success for this quarterly recurring 30-minute webinar for a review of the highlights from the last three months. Presenter: D2L Customer Success
