Practical CSM Academy

Proactive Customer Success with Customer Maturity Model
2024-02-29 16:00 - 17:00 UTC
We’re thrilled to announce an exclusive webinar featuring Head of Customer Success at Simplifier, Andy Butz. With a remarkable track record at industry giants like Microsoft, Salesforce and LinkedIn, Andy has been at the forefront of redefining customer success strategies for some of the most successful SaaS companies worldwide.
What we will cover during the webinar:
– The Role of Maturity Models in Customer Success – Understand the importance and implementation of customer maturity models in SaaS companies.
– Simplifier’s Success Story – Gain insights from Simplifier’s approach to customer success, guided by Andy’s experiences.
– Building Trust through structured Change Management – Learn how to create frameworks that encourage customers to assess and improve their journey.
– Effective Change Management in SaaS – Explore strategies for managing change and aligning IT with business objectives for better software adoption.
This is a not-to-be-missed opportunity for all Customer Success Managers for SaaS companies aiming to excel in the upcoming year. Stay ahead of the curve by learning from one of the best in the business.

Transforming CS into a Lead Gen Powerhouse, While Maintaining a Trusted Advisor Status
2024-02-28 22:00 - 23:00
Struggling to find the balance between retaining existing customers and driving growth through lead generation?

In this session, you’ll gain firsthand insights into how Customer Success can evolve into a formidable lead generation engine without compromising the trust and rapport established with customers. Learn from real-life experiences and discover actionable strategies to propel your organisation towards greater growth and customer satisfaction.
Join Harri Carroll, CSM, Gainsight and Riccardo Composto, Sr. Director CS, EMEA, Sitecore on Wednesday, 28th February at 2:00 PM GMT | 3:00 PM CET as they discuss:

The role of CS in lead gen and identifying opportunities for upsell and cross-sell without jeopardising trust.
Leveraging customer feedback and insights to inform lead generation efforts.
Technology and tools utilised to streamline lead generation within the CS organisation.
Key metrics for evaluating the effectiveness of your customer success lead generation initiatives.
Real-life examples of how Sitecore has successfully balanced customer success and lead generation.

AHEAD OF THE CURVE: 4 NEXT-GEN STRATEGIES FOR PRODUCTIVITY & PROFIT
2024-02-27 19:00 - 20:00
What’s been the one constant in customer education the past few years? Change. And that’s why staying ahead of the curve is no longer a nice-to-have, it’s a must-have. As productivity and profit have taken center stage over ‘growth at any cost’, there’s no better time to redefine how your education program drives impact. Join Skilljar’s Caroline Van Dyke and Haily Bates and TSIA’s John Ragsdale on Tuesday, February 27 for a highly-informative webinar where you’ll learn how to:

Automate Workflows & Use AI for Efficiency: Learn how to streamline your processes, personalize learning experiences, and scale your efforts effectively.
Certify Users for Advocacy and Retention: See how certifications can boost engagement, stickiness, and product adoption.
Syndicate Courses for Extended Reach: Create a content ripple effect by effectively distributing your courses to new audiences and markets, enhancing your impact without more manual work.
Sell Curriculum to Increase Adoption and Drive Revenue: Uncover the potential of monetizing your educational content to drive your own growth. Learn strategies for pricing and packaging your courses, and how to integrate seamless e-commerce solutions. We’re looking forward to seeing you there!

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA

Exclusive Member Webinars: How to transform sales pitches into impactful KPIs
2024-02-26 18:00 - 19:00
Join us for an insightful talk that will unravel the secrets of transforming ordinary sales pitches into powerful KPIs that drive tangible business impact. Annie Dean will guide you through the process, providing examples and actionable advice.
Here’s what you can expect to discover:
💡 Identifying and defining key business objectives
🤝 Translating value propositions into measurable metrics
📊 Selecting and monitoring relevant KPIs
…and much, much more!

How to Make Your Customer Success Plan Bulletproof
2024-02-22 21:00 - 22:00
Who’s responsible for customer success these days?

In this special webinar, hear from Gainsight CEO Nick Mehta and Balderton Capital’s Executive In Residence Dave Kellogg. Their conversation will highlight the impact of asking the right questions of your Customer Success Team, pragmatic approaches to scale, challenging assumptions, and reimagining Customer Success to align with some of the top predictions in 2024.
On Thursday, Feb 22, 1:00 PM PST Nick and Dave will:

Discuss the complexities behind evaluating the cost of CS
Show you how to answer the question, “Why do we need CS?”
Explore alternative inquiries that lead to informed, data-driven choices

Supercharging digital CS using Support insights
2024-02-22 19:00 - 20:00
We often hear that Customer Success and Support should be playing on the same team. With an even greater need for digital CS fueled by ongoing changes and the consolidation of CX teams, this adage is needed now more than ever.
Support has always had the data to help CS not just with prediction of escalation, trending issues, and understanding sentiment, but with upselling, cross-selling, and expansion as well.
Join this webinar with Somya Kapoor as she dives into what’s possible when Support + Success break down their bottlenecks and collaborate together with the help of another teammate: AI. The KPIs will be record-breaking and permanently change efficiency across multiple facets.
Key takeaways:

Identify your current Support + Success disconnect (people, process, tech)
What do we mean by Support insights? (hint: contextualization data for the win)
Putting this into practice and accelerating with AI

February 22 CS Leadership Office Hours
2024-02-22 18:00 - 19:00
Join us on Thursday at 1pm ET, February 22, 2024
This series is meant for those in Customer Success Leadership positions who are building and scaling at programs at their companies.
Whether you have done this before or find yourself in a new position – we all have something to learn from each other. This series is meant for you; no experts, no panels, no fluff – just pure connection with your colleagues.
So come to expand your network and leave with one new idea to implement at your company.
Don’t just take it from us, here’s a few quotes from members who have joined:

“This is the best hour that I spend each week. I am never disappointed to come to these sessions; frankly I wish they were more frequent.”

“I look forward to these sessions – I’ve built a great group of leaders who I can rely on. And the best part is I’ve taken away several ideas to implement – helps me drive value to my team.”

Come join us, the door is open!

DeepTarget Customer Success Webinar Series - 2024
2024-02-22 17:00 - 18:00
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!

Unleash The Potential Of Through-Partner Customer Success
2024-02-20 18:00 - 19:00
Seamlessly Involve Channel and Ecosystem Partners In Your Revenue Retention and Expansion Strategies

Partnerships can transform your business, increasing revenue and expanding your reach. However, through-partner marketing and sales strategies historically only focus on the buying side of the customer lifecycle. SaaS-modeled businesses are recognizing that partners remain involved as a trusted resource for customers well after the initial sale. This means those partners should also have a role in keeping customers engaged in post sales touch points to increase customer lifetime value.
On February 20, 10:00am PT, learn from Jay McBain, chief analyst – channels, partnerships and ecosystems at Canalys, and Jane Bossert, principal practice leader – ecosystems at IBM, about how organizations with subscription and consumption models are able tap into more growth by making their partner channels part of their customer success delivery.

With a Through-Partner Customer Success strategy and toolset, vendors can:

Support localized customer success delivery
Drive adoption of products and services in diverse markets
Expand breadth and depth of customer relationships
Add deeper insights and data inputs into customer health scores

New Year, New Strategies – Kickstart Your 2024 Digital Customer Education Program
2024-02-15 18:00 - 19:00, 2024-01-18 18:00 - 19:00
Digital Customer Education is a must-have strategy if you want to stay ahead of your competition in 2024.
Join us as we redefine customer education for the digital age in our New Year, New Strategies Bootcamp series designed to help you build a comprehensive and impactful digital education program.
From appointing a Customer Education leader and navigating the learning management system (LMS) market to creating awesome content and measuring the success of your program, each session is jam-packed with actionable insights, practical tips, and collaborative discussions you can apply to your strategy today.

Oracle Modern Data Management Day
2024-02-15 06:30 - 11:00, 2024-02-15
Join us as we celebrate 15 years of Oracle Engineered Systems, showcasing customer success stories and the diverse range of use cases that have shaped this remarkable journey of technology innovation.
At this event, we’ll delve into how data can help transform and improve our customers organizations:

Gain insights into data-driven strategic decision-making, leveraging Oracle Exadata for unprecedented data insights.
Discover how Engineered Systems can streamline IT strategy, especially for hybrid or cloud deployments and European Regulations.
How Engineered Systems innovations enabled new possibilities in business transformation
Learn from our customer success stories about their data transformation journeys, empowering business growth and innovation

SHIFT-LEFT IN THE WILD: A FORWARD-THINKING CUSTOMER SUPPORT STRATEGY IN 2024
2024-02-08 19:00 - 20:00
The Shift-Left strategy is set to continue its upward trajectory as one of the key trends for Customer Support in 2024. This proactive approach involves the early identification and resolution of potential issues, enhancing customer satisfaction while simultaneously reducing the reliance on time-consuming and costly assisted service interactions. Empowering customers with self-service tools serves as an initial step in this strategy, but the true transformation unfolds when issues are resolved within the product, preemptively addressing customer concerns. By collaborating with product and education teams, Customer Support organizations position themselves as the catalyst for driving the Shift-Left strategy.
Join our upcoming webinar where you’ll discover:

Comprehensive insights into the benefits associated with implementing a Shift-Left strategy in Customer Support.
Why this approach will continue to shape the customer support landscape in 2024.
Practical methods for seamlessly integrating it into your support operations, with real examples in the wild.

Don’t miss this opportunity to navigate the evolving trends and strategies that will redefine the customer support paradigm in the coming year.

February 8 CS Leadership Office Hours
2024-02-08 18:00 - 19:00
Join us on Thursday at 1pm ET, February 8, 2024
This series is meant for those in Customer Success Leadership positions who are building and scaling at programs at their companies.
Whether you have done this before or find yourself in a new position – we all have something to learn from each other. This series is meant for you; no experts, no panels, no fluff – just pure connection with your colleagues.
So come to expand your network and leave with one new idea to implement at your company.
Don’t just take it from us, here’s a few quotes from members who have joined:

“This is the best hour that I spend each week. I am never disappointed to come to these sessions; frankly I wish they were more frequent.”

“I look forward to these sessions – I’ve built a great group of leaders who I can rely on. And the best part is I’ve taken away several ideas to implement – helps me drive value to my team.”

Come join us, the door is open!

TSIA WORLD INTERACT’S AGENDA REVEAL: AI'S ROLE IN TRANSFORMING BUSINESS MODELS
2024-02-06 19:00 - 20:00
AI isn’t just a trend; it’s akin to witnessing the dawn of the Internet. But data-backed research for successful adoption is elusive. TSIA World INTERACT is the only conference to present data around what works and what doesn’t when it comes to AI and your business models.
This special 15-minute online event provides an overview into the agenda for our May conference’s game-changing theme: ‘The Rise of AI in Technology Business Models.’
From maximizing recurring revenue to revolutionizing managed services, INTERACT delivers data-backed research on how tech companies use AI to drive operational efficiency, reduce costs, create better customer experiences, and propel organizational growth.
Hear from J.B. Wood, TSIA President & CEO; George Humphrey, TSIA Distinguished VP & Managing Director, Offering and Delivery Research and Advisory; and Lavanya Gopalakrishnan, VP, Global Customer Success Specialists, Cisco as they share insights on how AI can transform your organization.
All attendees who join this special event will get an exclusive offer on registration for INTERACT in Orlando, May 6-8, and two research reports on AI to help get you thinking about how to leverage AI to advance your business.
AI is evolving at an unprecedented pace. Now is the time to get ahead of the curve or be left behind. INTERACT positions you to make the critical decisions to deploy AI for growth and profitability.
Mark your calendar and secure your spot, it is 15 minutes that can change your business!

Virtual Customer Success Network
2024-02-06 17:00 - 18:00
Get ready for an exciting online event where customer success professionals from around the world come together to connect, learn, and grow. The Virtual Customer Success Network is the ultimate platform for sharing insights, best practices, and strategies to drive customer success.
Starting on Tue Oct 03 2023, at 17:00:00 GMT+0100 (British Summer Time), this event will provide a unique opportunity to engage with industry experts, participate in interactive sessions, and gain valuable knowledge to enhance your customer success initiatives.
Discover innovative ways to build strong customer relationships, increase customer satisfaction, and drive business growth. From keynote presentations to panel discussions and networking sessions, the Virtual Customer Success Network offers a dynamic and collaborative environment to exchange ideas and learn from top professionals in the field.
Don’t miss out on this incredible chance to expand your customer success knowledge and connect with like-minded individuals. Mark your calendars and be part of the Virtual Customer Success Network!

Your 2024 CS Starter Kit
2024-02-01 14:00 - 15:00
On Feb 1st at 2pm GMT

Looking to diversify your CS Team in 2024? With the CS landscape undergoing a huge shift it can be overwhelming to know where to start or what to prioritise.
Join our upcoming webinar with Remco de Vries, Global VP, Gainsight and Stijn Smet, Head of CS at Whale as they talk through key strategies you will want to start implementing within your organisation!
In this webinar we’ll discuss:

Shifting times for Customer Success, what is changing to our fundamentals, and what new skills are we supposed to add
Why it’s more important than ever to properly define customer goals, and clear customer outcomes
How CS culture is changing, and why being proactive and open to change is going to be the red line throughout 2024

THE STATE OF PROFESSIONAL SERVICES 2024
2024-01-31 19:00 - 20:00
Optimizing your professional services organization is becoming increasingly challenging. The need to keep the lights on (face and solve traditional professional services challenges) continues alongside the growing need to adapt to emerging industry transformation trends, such as organizational convergence and artificial intelligence (AI).
This is the fundamental dilemma faced by professional services organizations today. It is not enough to focus solely on resolving persistent issues or prioritizing adaptation to emerging trends alone. You have to do both, all the time and very well.
Join TSIA’s Bo Di Muccio, Ph.D., Distinguished VP, Professional Services Research and VP, TSIA Advisory Delivery, along with Dave Young, Sr. Director, Professional Services Research, for our annual “State of Professional Services” webinar. During this 45-minute session, they will be discussing:

What are the forces of inertia and forces of change impacting professional services today?
Specifically, what are the top challenges professional service leaders must confront?
What are the capabilities they will need to successfully face these challenges?
Where do professional service organizations generally stand in terms of organizational strategy and performance levels through all of this? What does good look like?

We’re looking forward to seeing you there!

Top Ways to Measure Employee Engagement (and Spot Disengagement)
2024-01-31 19:00 - 20:00
Maintaining a high level of team productivity is crucial, and disengagement can pose a significant obstacle. Employee engagement and customer experience are intertwined, and recognizing early signs of disengagement is key to preventing its negative impact.
So, how can you identify these signs before they become a problem? By boosting employee engagement and well-being through self-awareness and manager coaching, you can curb disengagement before employees check out, and customers pay the price.
Join this discussion to learn:

How to spot early indicators of disengagement and receive coaching suggestions to engage your team effectively.
How to assess and optimize workload balance across teams and groups.
How to identify and mitigate sources of distractions that hinder focused work.

The New Era of Reputation Management: Unlocking Revenue and Retention with AI
2024-01-31 17:00 - 18:00
“Why are customers leaving our store without buying anything? How do we increase the average order size on takeout orders?”
Imagine asking your customers these questions directly and getting real feedback – in seconds. With so many reviews and feedback spread out across channels, this approach isn’t feasible.
Until now. AI can analyze thousands of reviews and provide a concise, data-driven answer to your questions. Weeks of data analysis and spreadsheet mapping have been shortened to seconds. Move beyond sentiment analysis and into real insights from your customers.
In this webinar, you will learn:

How to evolve your strategy for reputation management in 2024
What hidden insights could be locked in your customer reviews
Real stories of customers who are modernizing their approach to reputation management

TECHNOLOGY INDUSTRY QUARTERLY REVIEW Q4 2023
2024-01-30 19:00 - 20:00
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.
What financial momentum or headwinds are companies facing as they enter 2024?

Analysis on what factors are driving PROFITABLE tech business models:

What company types are doing the best and which ones are suffering.
How to hit the ground running in 2024.

In addition, Thomas will preview insights from his upcoming paper, The State of the Technology Industry: 2024. And who knows, you might get your question answered during the Q&A session at the end.

On-Site Search Success: How AI Can Transform Your Customer’s Journey to Check Out
2024-01-30 16:00 - 19:00
With daily news alerts about the new and exciting capabilities of AI, you may be wondering how these technological advances can impact your online presence – and we’re here to help solve that mystery!
Go beyond conventional keyword searches and discover the benefits of advanced features like image search and concept search, elevating the user experience. These exciting advances in AI-powered search capabilities can seamlessly guide users through a ‘journey to checkout,’ making the eCommerce experience smoother and more intuitive.
In this webinar, HawkSearch’s resident Search Solutions experts Jonathan Meyer and John Murcott will lay out the top use cases and benefits of using AI in your online and eCommerce strategy.
Attend this webinar to discover:

The basics of AI and its impact on eCommerce
How to leverage AI to enhance customer experience and drive sales
The right tools and technologies to incorporate AI into your strategy

Don’t let your customers get lost in a sea of products – let AI be the compass that navigates them to their desired destinations.

Prepare for Emerging Threats in 2024: Strategies for Enabling Business Continuity
2024-01-30 16:00 - 17:00
Join Everbridge Chief Product Officer, Bryan Barney, and guest speaker Principal Forrester Analyst, Brian Wrozek, for an engaging discussion on how organizations can prepare for 2024, digital & physical threats to watch out for, and proactive strategies to ensure business continuity.

Further, hear insights from Brian Wrozek such as:

Forrester’s methodology and findings in the recently published research, The Forrester Wave™: Critical Event Management Platforms, Q4 2023 in which Everbridge was named a leader
Top threats organizations should anticipate in 2024
Best practices and technologies to protect your people and maintain operations during crises

Come learn valuable analyst insights and how critical event management solutions can help you strengthen organizational resilience to ensure a safe and successful year ahead.
Sign up today to attend the live webinar. We’ll see you on January 30th at 10 am EST.

January 25 CS Leadership Office Hours
2024-01-25 18:00 - 19:00
Join us on Thursday at 1pm ET, January 25, 2024
This series is meant for those in Customer Success Leadership positions who are building and scaling at programs at their companies.
Whether you have done this before or find yourself in a new position – we all have something to learn from each other. This series is meant for you; no experts, no panels, no fluff – just pure connection with your colleagues.
So come to expand your network and leave with one new idea to implement at your company.
Don’t just take it from us, here’s a few quotes from members who have joined:

“This is the best hour that I spend each week. I am never disappointed to come to these sessions; frankly I wish they were more frequent.”

“I look forward to these sessions – I’ve built a great group of leaders who I can rely on. And the best part is I’ve taken away several ideas to implement – helps me drive value to my team.”

Come join us, the door is open!

RYG Meetup: San Francisco
2024-01-25
Join ChurnZero, Demandbase, and your Customer Success peers for a free networking happy hour and industry-focused panel discussion!
RYG Meetups (that’s the red, yellow, and 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.

Discussion Topics:

Skills to help you expand revenue from your existing customers
Best practices around working with AEs or Account Managers in a Sales organization
What’s on the mind of your CRO these days and why your work matter to them

THE LARGEST INDEPENDENT CUSTOMER SUCCESS EVENT
2024-01-25
MEET THE EUROPEAN CUSTOMER SUCCESS COMMUNITYAND BUILD TOGETHER THE FUTURE OF CS!

The Customer Conference is the leading international Independent Customer Success Event for tech companies that bring together Customer Success practitioners, experts, leaders, evangelists, and activists as well as SaaS savvy folks to meet, make connections, and share the vision of the Customer Success Innovation Future.

WHY YOU SHOULD ATTEND?

TCC EUROPE puts the spotlight on the shifting of Customer Success in the UK and Europe. The goal is to make this the most impactful meeting of the year that discusses what’s coming next and where the industry is headed
The event will focus on networking and discussions to help the industry understand what needs to be done for the industry success!
The event is tailored for CCOs, CS Leaders, and their teams! TCC EUROPE 2024 features 3 simultaneous tracks of content.
This day of actionable content and training is the perfect opportunity to network with the UK & the European CS community in one of the greatest cities on Earth!

Mastering multithreading: Strategies for expanding customer relationships and revenue
2024-01-24 19:00 - 20:00
In a world where employee turnover can instantly jeopardize established connections, multithreading is a critical strategy for sustaining and growing customer engagement and revenue from clients.
Join us for an insightful session with Emilia D’Anzica from Growth Molecules™, as she delves into the art of multithreading in Customer Success. This webinar will explore innovative approaches to developing comprehensive customer relationship maps, which are key to unlocking expanded revenue opportunities.
Key takeaways:

Learn how to create diverse contact points within your customer accounts
Understand how to minimize churn risks when a key contact leaves one of your accounts
Gain insights into leveraging multithreaded relationships for identifying and capitalizing on revenue expansion opportunities

The 7 Deadly Sins of Customer Success
2024-01-24 17:00 - 18:00
Winning companies are most consistently (and cost-efficiently) growing through customer retention and expansion. But too many businesses are still committing the 7 Deadly Sins of Customer Success. Which sins are you committing? And what should you be doing instead? Catalyst’s COO Kevin Chiu will share what they are, why it’s time to throw them out, and how to shift to a customer-led growth strategy.

What You’ll Learn

The 7 sins + their risk to business growth
Learn more about each understandable (but fatal) Customer Success sin and why committing these outdated practices comes at a cost to the future of your business.

A better way to empower your business
Learn how to get unstuck from these dated practices and shift to a customer-led growth strategy that delivers on customer outcomes.

How a CGP improves visibility and execution
Learn why adopting a CGP helps teams shift to revenue-generating activities, consistently deliver value, and unify the entire GTM organization to drive recurring impact and revenue.

Vanilla Webinar - Building a Complete Customer Community
2024-01-23 18:00 - 19:00
Wondering whether community can make a difference? Regardless of your department, a well-crafted community can have a positive impact on your org.
Join us as we bring in Deborara Seys and Diane Yuen to share the innovative community programs implemented at Alation. These programs have transformed their customer community into a vibrant, cross-functional asset.
What You’ll Learn

Key strategies to build a community in alignment with business goals
How to help every department engage in your community efforts
Real-world examples of successful initiatives from Alation
