Practical CSM Academy

CSN Cafe London – how to create a ‘Tech Touch’ approach which works!
2023-01-04 14:00 - 15:00 (Europe/Paris)
An informal catch-up for Customer Success Professionals of all levels to meet online and share experience & knowledge.

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.
In this event we will discuss the topic of the ‘tech touch’ approach to customer success. How can we ensure we offer a great level of service without hiring an army of people?
Have you used technology solutions to tackle this challenge? What would you recommend? What mistakes were made and lessons learnt?
Come along and tell us all about it!
Your host,
Michelle Garnham
Founder of Ellacott Consulting and The Customer Success Conversation series
This event is brought to you by members of Customer Success Network. Join our workplace community or learn more about us here.

Do More With Less: Create bionic CSMs that scale CS impact
2023-01-04 18:00 - 19:00 (Europe/Paris)
Learn tips, tricks, and best practices to drive digital scale with these Gainsight automation tools:

Drive automated communication with Journey Orchestrator
Reduce friction by engaging customers with in-app communication (PX Essentials)
Combine digital outreach with just the right human touch

Turn customer insights into action with Surveys
2023-01-05 15:00 - 16:00 UTC
Presented by
Peter Dalton, Relationship Manager, Intercom | Marie O’Dwyer, Customer Success Manager, Intercom

About this talk
Learn how to get more from the data you collect with this best practice / Q&A session on Intercom’s new Surveys feature. Join the Intercom team for an in-depth session about our powerful new Surveys message type, and rejoice in the fact that you no longer have to use external tools to survey your customers. Finally, all your messages can be sent from one place. This webinar consists of: – A feature demo using examples of real-life surveys we use at Intercom – Best practices and tips on how to increase your response rates – Collecting first-party data to improve your targeting, tailor onboarding, drive stronger product adoption and engagement – Reaching customers in-app and on mobile for optimimum engagement – Sneak peak look at some features we’ll be adding to surveys soon – And we’ll set aside plenty of time for your Q&A too!

ELIMINATING CUSTOMER JOURNEY FRICTION WITH PREVENTIVE SUPPORT
2023-01-10 19:00 - 20:00 UTC
Removing friction from customer journeys with preventive support care is how leading SaaS businesses increase renewals and expansions. Delighting customers may create “feel good” moments but has low impact on repeat business. Preventive care comes from a combination of both support agents and success managers taking action and also from AI-automated engagement within the product.
Join Santosh Addanki, Senior Director, PayPal, Somya Kapoor, CEO and Co-Founder of TheLoops, and John Ragsdale, TSIA’s Distinguished Vice President of Technology Ecosystems, as they discuss preventive care strategies for SaaS that drive customer loyalty and repeat business.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Santosh Addanki
Senior Director, PayPal
Somya Kapoor
CEO, Cofounder, TheLoops

SERVICE READINESS: HOW TO GET IT RIGHT THE FIRST TIME
2023-01-11 19:00 - 20:00 UTC
Join us January 11, 2023
11:00 AM PT / 2:00 PM ET
The requirement for technology companies and service providers to perform at expected levels on day one of service has never been more clear. As more and more providers are migrating up the offer continuum toward outcome-based services, the tolerance for “learning on the job” is a thing of the past.
We must be succinct in our offer, understand the outcome, and deliver on day one! Anything else is simply a recipe for degraded profits, revenues, and most importantly, a degraded brand emphasized by lost customers.
Please join Jeremy Blanton for this 45-minute webinar where he will touch on service readiness capabilities required to gain immediate traction towards “getting it right the first time.” He will also touch on:

Best practices
Impacts on profitability
The customer experience

How to empower your customers and why you need to
2023-01-12 03:00 - 04:00 (Europe/Paris), 2023-01-12 14:00 - 15:00 UTC
Presented by
Lisa Rowan, VP, Modern HR Strategies Research, IDC & Jamal Watkins, Digital Learning Evangelist, Adobe

About this talk

Customer education helps with customer retention, product adoption, word of mouth referrals and more – but it also allows you to empower your customers. Customer-first businesses are increasingly thinking about the experience they’re delivering and how they can improve that, including the role customer education has to play. Join this webinar to learn: – What customer education is, and why it’s important – What the benefits are of well-executed customer education – And how to implement some game-changing customer education tactics.

Maximizing your work week: Habits of High-performing Customer Success Managers
2023-01-12 15:00 - 15:30 UTC
Great customer success managers know how to prioritize their tasks and focus on the ones that will have the biggest impact on their customers. But which tasks get you the result you want? Which strong habits help you focus on the right activities to consistently deliver excellent results for your customers?
Agenda

In this webinar, we will share some practical tips and best practices for improving as a Customer Success Manager. By learning how to focus on the right tasks and increase your output, you can have a direct impact on the health of your customers and the success of your company.

What we will cover:

1. Clarifying roles and responsibilities
2. Building and leveraging a strong team
3. Creating an effective weekly plan
4. Establishing regular check-ins and managing crises
5. Developing the right mindset for success in customer success

7 FIELD SERVICES PREDICTIONS TO INCREASE REVENUE AND IMPROVE CX IN 2023
2023-01-12 19:00 - 20:00 UTC
Pricing fluctuations, supply chain disruptions, the continuing labor crisis––these volatile market conditions are creating unprecedented uncertainty in the field service industry as we begin the new year. Service leaders want to know what lies ahead, especially at a time when customer experience is paramount. Join us on Thursday, January 12, as we discuss how 2022 trends provide a roadmap for what to expect in 2023 so you can stay ahead of the competition when it comes to exceeding the service expectations of your customers. Specifically, we will cover:

Predictions on what’s to come in 2023 leveraging work order data and insights from TSIA members like you.
How the current market affects field service costs (labor, travel, and equipment).
Which work types, industries, and regions are growing, and which are stagnant.
Actions you can take now to capitalize on growth trends while minimizing costs.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Wael Mohammed
EVP of Strategy, Field Nation

Building a Sales Process that Smashes Your Goal in 2023
2023-01-18 18:00 - 19:00 UTC
2023 is nearly here, but slightly different from what anyone expected. Companies are striving to ramp up in the new year and finalize goals, but budgeting and driving key initiatives in an uncertain economy can be a little bit more challenging.
To help, PTC, Salesloft, and guest, Forrester, are coming together to cover what companies should expect for 2023, and how teams can continue crushing quota. Some questions that will be answered include:

How is the current economy impacting new deal cycles?
How should companies prepare and take action for the future?
How can sales engagement get you to your goals (faster)?

With top analysts and sales leaders sharing market insights and covering the revenue space, you’ll learn how to navigate these challenges and crush your quota with the tools you already have in 2023.
Speakers:

Amy Hawthorne
Principal Analyst at Forrester

Adelle Bonavire
Global Inside Sales Director at PTC

Will Walker
Senior Value Engineer at Salesloft

Scale for Success:How to Bring IoT Projects from Concept to Mass Deployment
2023-01-24 15:00 - 16:00 UTC
January 24, 2023, 10AM EST | 4PM CET | 11PM SGT
IoT solutions are increasingly important to your operations and customer-facing services. As the role of IoT solutions grow, the size of IoT deployments is growing just as quickly.
Scaling your solution from a first proof of concept to your entire device fleet is a challenge. How can you ensure your approach will easily and effectively scale to as many connected devices as you need? Scaling from small deployments goes beyond increasing the number of connections – you’ll need ways to register and update millions of devices at once, reliably and efficiently.
Register for the webinar Scale for Success: How to Bring IoT Projects from Concept to Mass Deployment Efficiently and Reliably to gain unique insights into the challenges and opportunities of mass IoT deployments from expert interviews, user survey data and analysis of key market trends by Beecham Research.
In this webinar you’ll learn:
– The latest IoT market trends linked to large scale deployments as seen by Beecham research in its report, Getting to Mass IoT Deployment: Challenges and Opportunities
– The challenges that come with scaling from small deployments to much larger ones
– What you need from an IoT solution to succeed
– Why extensible device management capabilities are so important to your IoT future
– Best practices from successful large-scale deployments
Come with questions – there will be an opportunity for Q&A. Plus, all attendees will get early access to a new report that summarizes the market research and highlights success stories linked to large scale IoT deployments.
(All registrants to this webinar will receive a link to the recording in a separate email that will be sent to you shortly after the program ends.)

THE STATE OF FIELD SERVICES 2023
2023-01-24 19:00 - 20:00 UTC
If your company has equipment on customer premise that you service, this webinar is for you.
As we face economic headwinds in 2023, many companies are falling back on the old, draconian cost-cutting methods—but this is a mistake. It’s not easy to spot where to cut back and where to find revenue in this environment. But TSIA can help.
Join Vele Galovski, TSIA’s VP, Support and Field Services Research, as he shares his findings based on industry trends and TSIA research to identify the core capabilities your organization must embrace to succeed in 2023 and beyond.
Key topics will include:
An overview of industry trends impacting companies that have equipment on customer premises.

Potential scenarios in which your company can successfully navigate the challenging economic environment, including:

Where to cut back without cutting into productivity or revenue generation.
Where to find new revenue.
Identify what must be true for your company to be successful in each scenario.

Risks associated with the status quo and traditional cost cutting.

Presented By:
Vele Galovski
VP, Support and Field Services Research, TSIA
Kevin Bowers
Director, Field Services Research, TSIA

Oracle Benelux SaaS Roundtable – Netherlands
2023-01-25 08:30 - 13:00 UTC | Kasteellaan 1, 3455 RR Utrecht Netherlands
Join Oracle at Koetshuis de Haar, Utrecht.
You are exclusively invited to attend the in-person Oracle Benelux SaaS Roundtable at Koetshuis de Haar. The event will uncover new ways to maximize the value of Oracle SaaS solutions to help your business thrive.
Hear insights from Oracle Services across product development, go live operations, best practice management and customer success.

Discover the range of services available for Oracle SaaS to support your unique business needs
Understand how Oracle customers have leveraged their SaaS investment to manage and optimize configurations and extensions
Learn how to increase user efficiency and adoption of your Oracle SaaS products
Explore how Oracle can help you transition to a modern-day operational support model for your business users

Keep it Simple: Driving Efficiency with Repeatable Processes
2023-01-25 18:00 - 19:00 (Europe/Paris)
Gainsight Essentials enables companies of any stage and size to start and scale their Customer Success team.

Join us as we dive into features that make it easier than ever to apply standardization and efficiency to your CSMs’ workflow:

Standardize your team’s process and best practices with Playbooks
Be more proactive and targeted with data-driven CTAs
Give CSMs a top-down view of all their activities and data with Gainsight Home

Keep it Simple: Driving Efficiency with Repeatable Processes
2023-01-25 18:00 - 19:00 UTC
Gainsight Essentials enables companies of any stage and size to start and scale their Customer Success team.

Join us on January 25th at 10am PT as we dive into features that increase efficiency in your CSMs’ workflow, including:

Standardize your team’s process and best practices with Playbooks
Be more proactive and targeted with data-driven CTAs
Give CSMs a top-down view of all their activities and data with Gainsight Home

TECHNOLOGY INDUSTRY QUARTERLY REVIEW Q4 2022
2023-01-25 19:00 - 20:00 UTC
TSIA tracks an index of fifty of the largest, publicly traded, global providers of technology services named The Technology and Services 50. TSIA also tracks an index of forty of the largest born in the cloud companies named the TSIA Cloud 40.
Join Thomas Lah, TSIA’s Executive Director and Executive Vice President, for this 1-hour webinar as he analyzes how technology companies are navigating the current economic environment.
Key insights from this quarter’s webinar will include:

The financial direction of cloud-based business models

Analysis on what factors are driving PROFITABLE SaaS business models:

What company types are doing the best and which ones are suffering
Overview of key industry trends TSIA is researching the first half of 2023

With uncertainty so high and visibility so low, this is a must-attend webinar for tech professionals. And who knows, you might get your question answered during the Q&A session at the end.

Presented By:
Thomas Lah
Executive Director and Executive VP, TSIA

How to have better goal setting discussions with your manager using strategies from The Chief Customer Officer Playbook
2023-01-25 19:00 - 20:00 UTC
Wednesday, January 25, 2:00 – 3:00 PM EST
Join Rod Cherkas, author of the upcoming book The Chief Customer Officer Playbook, as he shares actionable strategies you can use this performance review season to have better goal setting discussions with your manager.
He will demonstrate that by following the tips he shares in his book, you can achieve more repeatable, predictable results for your company while accelerating the development of skills you need to grow faster in your career.
In this webinar you will learn how to:

Identify the skills and strategies that are most important for your own career growth as a customer-facing leader
Connect these skills to the business outcomes that are expected from your organization
Effectively discuss these development goals and business outcomes with your manager

P.S. We’ll be giving away books to 20 lucky webinar attendees, so be sure to register for your chance to win!

January Customer Success Network Cafe – Cambridge
2023-01-26 18:00 - 20:30 UTC
An informal catch up for Customer Success Managers of all levels to meet, learn & discuss challenges over a drinks & food.

For our first cafe of 2023, we will be joined by Alex Farmer who will be speaking to us about Customer Community in Customer Success
Alex is the Chief Customer Officer at Nezasa, and founder and CEO of Customer Success Excellence – the world’s first awards event dedicated to the Customer Success profession. Alex has been recognised as a 2021 Top 25 Customer Success Influencer and 2020 Top 100 Customer Success Strategist by SuccessHacker.
This cafe is designed for Customer Success Professionals of all levels to meet, discuss challenges and share best practices in the industry over drinks and food ☕️ 🍻 (Thanks to our sponsors and Bradfield Centre residents: Gearset)
These events 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. The cafe is brought to you by members of Customer Success Network. Join our workplace community or learn more about us here.
This is not to be missed for any Customer Success Professionals. Register for your place today. Looking forward to seeing you there.

THE STATE OF XAAS PRODUCT MANAGEMENT 2023
2023-01-31 19:00 - 20:00 UTC
The rapid pace of innovation and business model transformations across the technology industry put increased pressure on product management. This specifically impacts the collective roles of strategy, offers, pricing, technical product, and product operations, to execute the strategies and practices that put the business on a sustainable and profitable growth trajectory.
In this 45-minute interactive webinar, Laura Fay, VP & Managing Director, Products & Offers Research and Advisory, addresses the following topics:
• Top B2B tech industry trends
• Top challenges facing product management in 2023
• Research-backed product management practices that address the core challenges
• Resources to accelerate XaaS success

Presented By:
Laura Fay
VP & Managing Director, Offers Research and Advisory, TSIA

THE STATE OF THE CHIEF REVENUE OFFICER (CRO) 2023
2023-02-01 19:00 - 20:00 UTC
An increasing number of technology companies are hiring Chief Revenue Officers (CROs) to lead their revenue generation efforts. Sales and customer success teams, specialists, and partners all have key roles to play, but someone must see the big picture and coordinate their efforts.
When the various customer-facing roles exist in their own silos, the effort can be ineffective, inefficient, and expensive. And, as the global economy faces headwinds in 2023 and beyond, it will become essential that CROs do more with less. They must maximize the return on the efforts of their teams to secure not just growth, but also profit.
TSIA has conducted interviews and surveys with dozens of technology CROs and has learned what is top of mind for them right now as well as the most pressing challenges they are facing.
This webinar:

Examines the role of the CRO
Defines how this role differs from that of a sales executive
Reveals how CROs are dealing with the next wave of digital transformation
Uncovers the top initiatives that CROs are taking on in the next 12 to 18 months

Presented By:
Steve Frost
VP & Managing Director, Revenue Research and Advisory, TSIA

THE STATE OF XAAS PARTNER CHANNEL OPTIMIZATION 2023
2023-02-08 19:00 - 20:00 UTC
Since TSIA started its XaaS Channel Optimization research efforts in the spring of 2019, TSIA has been on a quest to find the “North Star” of partner ecosystem practices for XaaS. Many companies are trying various approaches to building out ecosystems, estimating multipliers to depict their ecosystem’s network effect, launching marketplaces, and putting in place new partner programs, incentives, and enablement.
But what is really working? What are the building blocks necessary for success in XaaS partnerships? What are the practices that are delivering business results, i.e., healthy and profitable XaaS revenue growth with and through partners? Which companies are the pacesetters that are making substantial progress in XaaS by leveraging their partners as an accelerator and what are they doing?
Join Anne McClelland and Jared Raftery in this 45-minute discussion about the sequential building blocks to success in XaaS partnerships, hear about exemplars in technology industry partnerships as we explore best practices in the XaaS ecosystem partner channel.
In this webinar you will learn about:

The Five XaaS Channel Temptations and what to do about them.
The TSIA XaaS Growth Multiplier and why it is key to constructing a sound XaaS ecosystem.
Some exemplars in the partner channel ecosystem in XaaS today.

Presented By:
Anne McClelland
VP, XaaS Channel Optimization Research, TSIA
Jared Raftery
Director, XaaS Channel Optimization Research, TSIA

The Practical CSM Framework - Phases 1&2: Preparation & Commitment
2023-02-15 17:00 - 18:00 UTC

Woman Leaders in CS - Customer Success Operations as a Strategic Function
2023-02-22 17:00 - 18:00 UTC
Join our host Minna Vaisanen and her guest Deborah Andrews, Director, Customer Office Operations at Unit4, as they discuss the latest hot-topic in CS, Strategic Customer Success Operations. In particular, the conversation will focus on driving efficiencies, growth, and KPI though CS Ops and talk about the real why behind the need for of CS operations!

CS Leadership Conversations - The Importance of CS from an Investor's Perspective
2023-02-23 17:00 - 18:00 UTC
Our guest for February is Tae Hea Nahm and our topic is The Importance of Customer Success Management from an Investor’s Perspective. Tae Hea is co-founder of investment company Storm Ventures, which invests in early-stage B2B tech and SaaS and they’ve created around 10 unicorns in the last 20 years. Prior to this, Tae Hea was the founding CEO of Airespace, which was later sold to Cisco for $450m. If you are (or aspire to be) a CS Leader you need to understand the investor’s perspective on CS. This is one discussion you should not miss!

Thriving in the Growing Field of Customer Success
2023-03-02 18:00 - 19:00 UTC
About
Over the past few years, the discipline Customer Success has exploded. As the industry grows, so do the open roles—and the number of people applying for those lucrative positions. So what does it take to thrive in this emerging field? How is it different from customer service, or customer support? What is customer success management? And what is the connection between Customer Success and Sales?
LinkedIn Learning instructors Rick Adams of Practical CSM and Robbie Kellman Baxter will be discussing these topics and more during their Office Hours on Thursday, March 2, 2023.
Join us as we dig into what it takes to thrive in the growing field of Customer Success. Whether you work in a large organization or fast-growing startup, whether you’re new to the field or an experienced pro, you’ll find value in this session. Don’t miss it!
Please add your questions in the comments below or drop them in the chat during the event, so the event can be as interactive as possible!
And in the meantime, enjoy their courses–for free:
Customer Success Foundations https://bit.ly/3CRw8jt
Sales: Customer Success https://bit.ly/3fR4Mk8
*This is part of Robbie’s Office Hours Series for LinkedIn Learning, featuring some of her favorite instructors discussing some of business’ most important skills.
🎙All live sessions will be recorded and accessible through this link. Please RSVP to receive notifications and access the recordings. See less

Speakers

Robbie Kellman Baxter

The Cost of Privacy Teams: What Your Business Needs To Know
2023-03-02 19:00 - 20:00 UTC
Embracing the new future of privacy means embracing privacy software // Live Thursday, March 2 at 11am PT / 2pm ET

With a predicted recession looming as we start 2023, companies and employees alike are feeling pains as they face budget cuts and layoffs. And with smaller budgets comes increased scrutiny on cost-center teams not traditionally associated with driving revenue – like the privacy team. But data privacy compliance remains important as new regulations come into enforcement while regulators tighten their grasp on leveraging fines and customers continue to demand more respect and trust from the businesses they buy from.
You will learn about:

Why privacy software will emerge as a competitive advantage for businesses
The evolution of privacy roles and its impact on the cost of privacy teams
How to get your organization prepared to handle privacy with fewer privacy team members

Customer Success Festival | Virtual
2023-03-08
🗓 Date: March 8, 2023
📍Venue: Virtual
What is 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.
Speakers Highlights. 🧠

David Collard
Manager of Customer Success

David is the Manager of Customer Success at LinkedIn, leading a team of CSMs across London & Dublin offices, managing the largest global accounts for LinkedIn Sales Solutions.

Swati Chopra
Sr Director of Customer Success, Docusign

Swati Chopra is the Sr. Director, Customer Success and support and strategy at DocuSign and is highly passionate about providing exceptional customer experience to convert customers into long term partners.

Mike Lee
Director of Customer Success, PublicInput

Mike has experience in companies of all sizes from startups to over 50,000 worldwide. He is a team player but demonstrates exceptional leadership skills.
Agenda Highlights. 🔥
We are covering topics including:

Creating brand ambassadors: strategies for building loyal customers.
AI and automation in customer success: pros and cons.
The intersection of sales and customer success, what can we learn from each other?
The future of customer success: what does 2023 and beyond hold, what to look out for.
How to enable your organization to achieve retention and renewals.

And much more…

CS Leadership Skills - Executive Awareness
2023-03-08 17:00 - 18:00 (Europe/London)
ABOUT THE CUSTOMER SUCCESS LEADERSHIP SKILLS SERIES

Leading Customer Success is never easy and requires Customer Success Leaders to continually develop their skills. Luckily Practical CSM is offering a Customer Success Leadership webinar series designed to sharpen executives’ Customer Success awareness, performance mindsets, negotiation techniques, creativity and problem-solving ability.
This series of eight webinars covers an extensive range of leadership topics, such as Executive Awareness, Performance Mindsets, Radical Creativity, Solving Real Problems and Effective Reporting. These webinars will give Customer Success Leaders the insights they need to better understand their clients’ needs; allowing them to provide more value and drive greater business results in the long term.
Click the register button to attend the event live, and/or to receive a link to the recording post-event.

2023 Bengaluru Customer Success Summit
2023-03-13 16:00 - 21:00 (Asia/Kolkata)
Welcome to the Second Annual Success Summit: A conference focused on the latest trends, strategies and techniques to drive customer success, where you’ll gain valuable insights, knowledge, and strategies to take your career to the next level. Whether you’re looking to land a job as a customer success manager or you’re a seasoned professional looking to stay up-to-date on the latest tools and trends, this conference is perfect for you. For more information, visit https://success.nullcrew.tech

Customer Success Festival | New York
2023-03-14 - 2023-03-15 | New York
What is the 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. 🧠

Melissa Hatter
Enterprise Customer Success Lead at Stripe

Melissa has been building and leading Customer Success and Account Management Teams for the past 15+ years. Based in NYC, she currently leads Enterprise Customer Success at Stripe.

Tolu Lawal
Customer Success Leader at Google

Tolu is passionate about youth development, corporate social responsibility, and impact entrepreneurship.

Adham Gaama
Global Customer Success Account Manager at Microsoft

Adham is based out of New York City, focusing on accelerating and enabling customers in the Financial Services industry with their digital transformation journeys, ensuring they receive the maximum value out of their Microsoft investment.

Agenda highlights. 🔥
📍The role of customer success in expansion and renewal
📍Digital customer success maturity model
📍High touch customer success the art of relationships
📍Investing in customer success: why your board values your CS strategy
📍Fueling your CS strategy via product experience
📍Operationalizing the sales to CS handoff
📍The foolproof guide to secure retention, renewals and expansion
