Practical CSM Academy

CMX Summit 2023: Shine
2023-10-04 - 2023-10-05
About this event

Calling ALL community builders:
Our mission at CMX is to advance the community industry and help professional community builders thrive. This year, our focus is on helping you and your community SHINE, and we’re excited to welcome you to two days of insightful conversations, dynamic presentations, and plenty of opportunities to connect with other community builders like you.
You’ll leave with the knowledge, skills, and connections needed to make your community shine like never before. So mark your calendar for October 4-5th, and let’s unlock your community’s full potential together!

Chef's Kiss: Digital Customer Success Recipes
2023-10-04 01:00 - 02:00, 2023-12-13 17:00 - 18:00 UTC
Learn from the experts in our Michelin-starred Digital Customer Success Master Class. DCS is like any good recipe; it’s a blend of ingredients combined with a human touch to create an incredible sensory experience!
Join us in the digital kitchen for this webinar series on the basics and beyond, and learn how to serve your strategy with a flourish!

CSN Cafe London – The Customer Success Conversation
2023-10-04 14:00 - 15:00
This Cafe is designed for Customer Success Professionals of all levels (including those who want to get into the industry) to meet, discuss challenges and share best practices in the industry over a cuppa ☕.
These Cafes provide a great opportunity to build connections in your professional network as well as establishing a central hub where people can share ideas and industry insights.
We encourage you to sign up early to guarantee your place.
Please order tickets only for yourself.
Your host,
Michelle Garnham
Founder of Ellacott Consulting and The Customer Success Conversation series

From Reactive to Proactive: Findings From the 2023 EMEA Customer Success Index Report
2023-10-04 15:00 - 16:00
What we’ve learned this year is that Customer Success is at an inflection point. No more responding in real-time, but being strategic and proactive to customers.

Join our upcoming webinar on Wednesday, 4th October at 3:00 PM BST | 4:00 PM CET, where we unveil the groundbreaking insights and key findings from the highly anticipated 2023 EMEA Customer Success Index, conducted by Gainsight in partnership with Benchmarkit and The Customer Success Network.
Hear from Remco de Vries, Global VP, Gainsight and Ray Rike, Founder at Benchmarkit as they discuss:

The state of Customer Success in 2023, including the latest trends, benchmarks, and best practices.
The evolution of Digital Customer Success and its impact on driving customer satisfaction, retention, and revenue growth.
How leading organisations are leveraging Customer Success Operations to streamline processes and increase operational efficiency.

Don’t miss this opportunity to access exclusive insights that will empower you to enhance your Customer Success initiatives, drive exceptional customer experiences, and fuel sustainable business growth.

Top 5 Reports to Optimize Remote Team Productivity and Performance
2023-10-05 19:00 - 20:00
Remote and hybrid work arrangements have become an integral part of modern work culture. However, the key challenge is how to effectively harness this flexibility to ensure your team thrives, while also driving peak performance for your organization.
Join us for this insightful webcast, where ActivTrak’s Productivity Lab will delve into the most impactful reports and dashboards for measuring and enhancing productivity in the remote workplace.
During this event, you will discover how to leverage these reports and dashboards to:

Measure and Boost Productivity: Harness industry benchmarks to gauge and enhance productivity, both at the team and individual levels.
Empower Coaching Conversations: Learn to drive constructive coaching dialogues that maximize efficiency within your remote teams.
Identify Signs of Disengagement: Quickly spot indicators of disengagement and burnout, proactively addressing issues before they escalate.
Optimize Work-Life Balance: Ensure that workloads are optimally distributed across your teams and individual team members.

Upgrade your Quarterly Business Reviews: use these 3 x 3 actions to maximize impact
2023-10-08 15:00 - 16:00
Uncover the latest tactics and best practices that top-performing businesses employ to achieve remarkable QBR outcomes. Whether you’re an executive, a team leader, or a professional looking to elevate your organization’s performance, this webinar will equip you with practical tools and insights to revolutionize your QBR approach.
Agenda

1. How to set an agenda that align with company goals and KPIs
2. Tips for tailoring QBRs to address specific customer needs and pain points
3. Strategies for integrating feedback from various teams into the QBR process
4. How to use analytics to measure progress and inform decision-making
5. Best practices for handling challenges constructively

The webinar will be held in english and available on-demand at a later stage.

Virtual Customer Success Festival 2023
2023-10-12
What is Virtual Customer Success Festival? 🤔
We’re putting the brightest minds in the world of customer success into one virtual room to share their success stories, best practices, and greatest challenges.
Harness the power of virtual events from the comfort of your own home, form genuine connections, and gain valuable insights to elevate both your professional development and your organization’s growth.

With curated discussion panels and actionable keynotes, return with a fresh perspective and new ideas.
Speaker list

Suyog Gandhi
Director, Customer Success at Salesforce

Suyog has a wealth of experience in building and scaling post-sales organizations, such as customer success, professional services, and support. He has a proven track record of success in building and leading teams from the ground up, as well as scaling them to maturity.

Ayman Husain
Director, Customer Success at Microsoft

Ayman is a technologist, tech strategist, tech speaker, advisor, change leader and a cloud architect specializing in big data, modern cloud-native application design, cloud infrastructure, high-performance computing clusters and hyper-scale hybrid data centre solutions. As an experienced leader, he manages the customer success, and cloud-born digital transformation journey for Microsoft customers, by leveraging Microsoft Azure, Office 365 and Dynamics 365.

Christopher Kocher
Regional Head of Customer Success at Financial Times

Christopher has over ten years of management experience with a record of achievement in launching new business initiatives, managing projects, and improving profitability. He has a proven ability to create a customer-driven experience emphasizing service excellence.
Agenda highlights
We’re covering topics including:

Beyond comfort: Navigating the art of pushing customers for success
The art of personalization: Elevating customer experiences with tailored journeys
Customer success is under attack for its existence: What’s next?
[Panel discussion] Navigating success: Advancing your career

And much more…

Hands-on Retention Management: how to improve NRR by focusing on the 20% that give 80% of the result
2023-10-12 15:00 - 16:00
In today’s fast-paced business landscape, customer retention has become more crucial than ever. Acquiring new customers can be challenging and expensive, making it imperative to maximize the value of your existing customer base. Join us as we explore the strategies, tactics, and best practices that can revolutionize the way you retain your customers.
Agenda

1. Understand the impact of customer retention on your business’s bottom line.
2. Discover effective customer segmentation strategies for personalized engagement.
3. Uncover the secrets of delivering exceptional customer service that sets you apart.
4. Learn how to transform customer feedback into actionable retention plans.
5. Gain valuable insights from real-life case studies of successful retention campaigns.
6. Implement practical tips to build a customer-centric culture within your organization.

The webinar will be held in english and available on-demand at a later stage.

October 12 Leadership Office Hours
2023-10-12 16:00 - 17:00
When
Thursday, October 12
11:00am – 12:00pm EST
Who
Customer Success Leaders who are building and scaling at B2B SaaS companies
What

learn from each other in breakout room discussions
talk about Doing More with Less
sign up for specific dates or the whole series

Expand your network and leave with one new idea to implement at your company

ARE YOUR CUSTOMERS EXPERIENCING THE BEST YOUR KNOWLEDGE HAS TO OFFER?
2023-10-12 19:00 - 20:00
Generative AI has fundamentally altered the way we think of knowledge and how we interact with it. The world of knowledge management has shifted from focusing on the precise retrieval of knowledge items to the generation of answers and solutions.
This shift is especially impactful on the teams whose main purpose is to answer questions and solve problems — service organizations. It’s no stretch to say that over the course of the past few months, the desire to enable this new experience for both customers and employees while reaping the benefits of experience and efficiency has overshadowed most other technological focus.
Yet Large Language Models (LLMs), the very technology powering this shift, are still flawed, essentially functioning as capable but careless writers. LLMs are trained to produce coherent text, but have no special regard for nuance or facts. So how can service organizations harness the power of LLMs to transform their knowledge experience without compromising on quality and security?
Join TSIA’s John Ragsdale and xFind’s Sariel Moshe for a 45-minute webinar covering key topics like:

How xFind enables service organizations to implement the ‘ChatGPT’ experience with their knowledge in a matter of days by enabling super precise retrieval technology
What’s needed to turn your service organization into a knowledge organization that allows AI to do much of the heavy lifting
The directions in which information retrieval and generative AI are evolving, and what to expect in the coming years

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Sariel Moshe
CPO, xFind

Austin Customer Success & Sales Leaders: Masterclass Workshop
2023-10-12 20:00 - 23:00
​TL;DR 👉 watch this clip to learn about the “Hack-a-Future” event format: https://chatgpt.update.ai/innovation.
​This Austin theme will be around the 💒collaboration of Customer Success & Sales, and is a lightning version of our full-day innovation masterclass.
​The event is partnered with Totango.com

​
​SOME IMPORTANT NOTES:
​⚠️ This event is free admission courtesy of UpdateAI and Totango.
​⚠️ Due to overwhelming demand, this event is currently limited to CS & Sales team leaders and above. We will try to open the event to individual contributors at the earliest opportunity.
​Preliminary Agenda

​WHY ATTEND THIS WORKSHOP

​Collaborate with other CS and Sales leaders in the Austin community
​Identify key frictions around Customer Success & Sales Collaboration and together come up with product and process improvements.
​Executive networking with food and drinks.

​This masterclass workshop is powered by UpdateAI. Through generative AI fine-tuned for Customer Success, UpdateAI is bringing game-changing innovation to post-sales relationships. www.update.ai.

Silo Busting to Drive Profits and Growth
2023-10-16 - 2023-10-18
Why Attend TSIA World ENVISION?

Game-Changing Keynotes and
General Sessions
TSIA senior executives and invited industry luminaries present thought leadership on how to build unified organizations for cross-functional excellence, such as:

The Busting of the Silos
The Culture Equation: Shaping a Culture That Drives Results
100 C-Suites in 80 Days: Insights on the
Path to Profitable SaaS
The Future of Work will be Powered by AI
Future-Forward Farming: Technology Serving a Real Purpose
Stop the Silos – Disrupt Thyself
What Have We Learned? Takeaways from
TSIA World ENVISION

Breakouts on
Cross-Functional Excellence
Conference sessions at TSIA World ENVISION feature breakout sessions that present actionable advice for unifying organizations for growth and profit. Take advantage of sessions illuminating the following tracks:

Converge Delivery and Experience to Drive Efficiency
Lifecycle Approach to Data Science and AI
Orchestrate Revenue Generation and Retention
Unify Offering Management for Complete Offers
Cultural Transformation – The Missing Link for a Successful Transformation

TSIA Research Journeys
TSIA Research Journeys are our promise to answer the biggest challenges plaguing the tech industry today. Join us at TSIA World ENVISION where the The Year of Profitable SaaS Research Journey will come to life in an interactive session! These sessions will deliver validated, board-ready insights designed to help empower every tech company.
Learn More

Customer Success Festival | Boston
2023-10-17 - 2023-10-18
What is Customer Success Festival? 🤔
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.
Speakers Highlights. 🧠

Jess Galenski
Director of Customer Success, Apryse

Jess is focused on guiding and building superstar customer-centric teams. She has a proven track record of leading high-performing customer success teams, through implementing strategies and programs that have resulted in increased customer retention, expansion, and advocacy.

Santosh Sahoo
RVP Customer Success, Mulesoft

Santosh has a strong consulting/sales background in the entire spectrum of Digital. He has extensively worked in eCommerce, APIs, advanced analytics, mobile, social and cloud technologies.

Josh Buckley
Director Customer Success, Digital, VMware

Josh Buckley is the Director of Digital Customer Success at VMware. He has led VMware’s digital customer success strategies and programs servicing over 20,000 customers since 2020.
🎤 FULL SPEAKER LIST 🎤

Agenda highlights. 🔥

Unleash your full potential: maximizing customer value through advanced feature utilization
Elevate customer success with cross-functional strategic partnerships
Level up your CSMs: build and scale your team and retain the best talent
Shaping API & integration strategies: accelerating CS automation
Navigating customer success in a sales-led vs. product-led company
Customer experience in times of crisis: resilience, resolution & reputation management
Drive customer retention, renewals, and expansion to drive growth through an economic downturn

What's next for CS? Essential insights from the 2023 Customer Success Leadership Study.
2023-10-18 19:00 - 20:00
How has the economy impacted customer success team operations, measurements, and goals? What do CS budgets and departments look like today? What is the ideal customer success tech stack?
The fourth annual 2023 Customer Success Leadership Study—brought to you by ChurnZero, ESG, SaaStr, and HubSpot— provides a definitive overview of the customer success landscape. The report features insights from more than 1,200 CS leaders around the world, making it our largest participant base to date.
Join leaders from SaaStr, HubSpot, and ChurnZero as they explore the top trends from this year’s study and give their take/analysis on where the industry is headed.
Top takeaways from this year’s report:

Organizational charters are shifting, CS team sizes and budget growth have stagnated as economic uncertainty slows progress
More then 3/4s of all CS teams are meeting face-to-face with customers
CS teams have embraced AI. If you are not using this tech, you are falling behind.

PULSE ENCORE AUSTIN
2023-10-19
Everything you love about Pulse—in your city.
Join us at Pulse Encore in NYC and Austin for an intimate Pulse experience: insightful sessions, all-star keynotes, hands-on workshops and now, even more exclusive time with Customer Success leaders.
At Pulse Encore, you will:

Learn what’s working for others
Meet other CS professionals and grow your network
Find solutions to your specific challenges

Jump onboard for a day of insights, strategy, networking, and a post-event cocktail hour. Share ideas, strategize best practices, and build relationships all with one goal—actionable content to help you level up your digital strategy, customer experience and career.

DeepTarget Customer Success Webinar Series - 2023
2023-10-19 16:00 - 17:00
Each month, DeepTarget hosts a Customer Success Webinar filled with industry news, helpful tips, innovations, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month.
Each Webinar is unique and designed with you in mind. Learn how to grow your deposits, loans, revenue and customer loyalty through your DeepTarget platform.
Register Today!

Women Leaders in CS - Goal-Driven Success: Quantifying Customer Outcomes
2023-10-25 17:00 - 17:30
Women Leaders in Customer Success is a LIVE monthly podcast interview series aimed at exploring the minds and understanding the thought processes of some of Customer Success Management’s most important female leaders. Each month, a special guest is selected and invited to talk on a topic of their choosing. The events are hosted by Minna Vaisanen, Passionate Customer Success Leader with Multi-industry Experience. Minna creates value by delivering outcomes and fast time-to-value for customers, solves problems through innovation and strategic thinking, and can define and execute Go-to-market strategies for multinational companies and technology start-up / scale-up.
Our Women Leaders in Customer Success events are recorded LIVE in front of an invited audience. During the discussion, you are invited to submit your questions, which will then be shared with the guest in the final part of the session. Each month features a different guest and a different Customer Success-related topic for conversation.

October 26 Leadership Office Hours
2023-10-26 16:00 - 17:00
When
Thursday, October 26
11:00am – 12:00pm EST
Who
Customer Success Leaders who are building and scaling at B2B SaaS companies
What

learn from each other in breakout room discussions
talk about Doing More with Less
sign up for specific dates or the whole series

Expand your network and leave with one new idea to implement at your company

CS Leadership Conversations - Customer Success & Customer Communities
2023-10-26 17:00 - 18:00
WELCOME TO CUSTOMER SUCCESS LEADERSHIP CONVERSATIONS!In this series, our CEO and Customer Success expert author Rick Adams records an informal, thought-provoking conversation with a different leader from within the CS space. Each month we carefully select a different topic that relates to what’s happening in the world of Customer Success Management.Click the register button to attend the event live, and/or to receive a link to the recording post-event.

RYG Meetup: Austin
2023-11-14
Join ChurnZero and your Customer Success peers for a free networking happy hour and industry-focused panel discussion!
RYG Meetups (that’s the red, yellow, green of customer health) offer firsthand advice from Customer Success leaders on navigating strategic decisions and challenges, a healthy dose of CS camaraderie, and answers to the pressing questions you want to know but didn’t know who to ask.
Agenda:
Thursday, December 14, 2023

6:00 – 6:30 PM – Arrival & Happy Hour
6:30 – 7:30 PM – CS Group Discussion
7:30 – 8:00 PM – Continued Networking

Discussion Topics:

How can CS orgs/CSMs prepare and recover from the challenges of the 2023 economic downturn
Internal Escalation and the processes to empower your team with the right tools
Ways CS leaders can foster relationships with cross-functional teams

Reserve your spot today!
#MeetAtRYG

PULSE EUROPE
2023-11-15 - 2023-11-16
IMAGINE
Create A Plan For The Road Ahead.
Pulse is Europe’s biggest conference on customer success, product adoption, and community. It’s where professionals like you come to share, learn, network, and connect on what’s to come. Now more than ever, it’s time to imagine a future that’s durable, resilient, adaptable, and built to help our industry drive the efficiency it needs to succeed.
LOCATION
Now bringing the future to the heart of Europe.
You no longer have to cross the Channel to get the latest and greatest on customer success. Pulse Europe has moved from London to Amsterdam, Netherlands. That means more networking opportunities with more European customer success teams, more access to businesses across the continent, and more chances to commute by bicycle.
Ferry to the Future
Pulse Europe is thrilled to be moving to Passenger Terminal Amsterdam, a short trip from the city center.
We’ve partnered with a few nearby hotels to secure discounted attendee rates.

Opportunities for CS in a world full of change and AI
2023-12-05 14:00 - 15:00
Look around you, our SaaS universe is undergoing massive change. The last decade literally built CS as we know it today, and the next decade will see a change to virtually all that we have learned.

You feel it, your team does, and it’s showing from the questions you’re getting from your leadership team(s), investors and board.
Join our upcoming webinar on Tuesday 5th December, 2:00 PM GMT | 3:00 PM CET where we discuss some of the change that will be required from each and every Customer Success team, big and small.
What will you learn?

How to change your CS culture, and position your team as something that’s impactful to the company’s bottom line
Simple ways you can start making a change tomorrow, and how to correlate your activities to outcomes
Key skills of a ‘revenue leader’
Two ways AI will completely change Customer Success, and the way we work in the future (and help you out!)

Speakers:

Remco de Vries, Global VP, Gainsight
Rav Dhaliwal, Investor, Board Member, Venture & Limited Partner at Crane Ventures

We hope to see you there!

UNLOCKING THE FUTURE: AI-POWERED MANAGED SERVICES
2023-12-05 19:00 - 20:00
In today’s ever-evolving business landscape, Managed Services providers constantly seek innovative ways to deliver enhanced value to their clients. Artificial Intelligence (AI) has emerged as a transformative force, offering a multitude of capabilities that can revolutionize the way Managed Services operate.
Join TSIA’s George Humphrey, Vice President and Managing Director of Research, for an interactive 45-minute webinar where we’ll be addressing the profound impact of AI across three pivotal categories, namely Data-Driven Decision Making, Cost Reduction and Improved Efficiency, and Enhanced Customer Experiences. Additionally, this highly interactive session will touch on some of the most pressing topics the managed services industry is facing today, including:

Data-driven decision making leveraging data science analytics
Improved operational efficiency and cost reduction with machine learning and robotic process automation
Enhanced customer experiences supported by natural language processing and generative AI

We’re looking forward to seeing you there!

Increase Event Revenue: Make Your Room Blocks Work for You
2023-12-07 04:00 - 05:00
Finding more ways to cover rising event costs and further monetize your programs sounds great, doesn’t it? We’re sharing practical tips for improving and making your room block management strategy more profitable!
During this webinar, you’ll learn how to:

Activate sponsorships and charge booking fees
Negotiate to receive rebates from hotels or CVBs
Use technology to set inventory alerts and promote shoulder nights

Elevate experiences or lower costs? Yes!
2023-12-07 16:00 - 17:00
Presented by
Abhi Rele & Natasha Mayekar of ServiceNow

About this talk
In today’s environment, organizations are being forced to drive efficiencies, while differentiating to meet rising customer expectations and remain competitive. This leaves organizations wondering whether they need to pick between the two. The truth is you can do both. Join us for this webinar, Elevate experiences or lower costs? Yes!, to learn from ServiceNow experts about how to decrease your cost to serve and address customer needs efficiently – without compromising on either – by: – Automating and streamlining processes to solve customer issues faster  – Connecting people, processes, and data onto a single system of action – Educating organizations on ServiceNow through customer success stories   Watch this webinar now. Because delivering superior customer service and high-level efficiency shouldn’t be that hard.

The Ultimate Playbook to Engage and Retain Customers with Community
2023-12-07 17:00 - 18:00
Whether you know it or not, you’re a part of several communities, whether that be your child’s sports team, a group of fellow local employees, or a gym. Hear from Gainsight’s Chief Strategy Officer, Robin Van Lieshout, and Community Principal Program Manager, Kenneth Refsgaard, as they discuss how to leverage communities as a growth strategy.
You’ll learn:

How Customer Engagement is a leading indicator for Net Revenue Retention
Macroeconomic trends driving the rise of communities
The 10 laws of community building

December 11 Leadership Office Hours
2023-12-11 16:00 - 17:00
When
Thursday, December 11
11:00am – 12:00pm EST
Who
Customer Success Leaders who are building and scaling at B2B SaaS companies
What

learn from each other in breakout room discussions
talk about Doing More with Less
sign up for specific dates or the whole series

Expand your network and leave with one new idea to implement at your company

Women Leaders in CS - Leading CS in Hyper-growth Companies
2023-12-12 17:00 - 17:30

3 Ways to Win Customer Loyalty Amid Uncertainty
2023-12-12 19:00 - 20:00
In today’s fiercely competitive business landscape, customer loyalty (and the increased revenue that comes with it) is the ultimate prize—but it’s not easy to win. Modern consumers have high expectations and won’t hesitate to switch brands if those expectations aren’t met.
To find out how CX leaders can remain competitive in this new landscape, we surveyed over 600 CX industry professionals and 1,000 consumers—ultimately discovering a roadmap for CX success amid uncertainty. Join CEO of Experience Investigators™ Jeannie Walters as she shares tips to implement the insights gleaned in our research.
Attend this webinar to discover:

Enhancing Customer Retention: Uncover effective tactics and best practices for nurturing enduring customer relationships and reducing churn.
Strengthening Employee Retention: Learn innovative approaches to cultivate a more customer-centric culture, boosting employee satisfaction in the process.
Crafting Actionable Strategies: Develop concrete steps to create memorable interactions, establish emotional connections and transform satisfied customers into devoted brand advocates.

Get ready to explore research-backed strategies to drive customer retention and loyalty.
Register now!
