Practical CSM Academy

AI for Marketers: 4 Steps to improve personalization using data
2022-10-25 19:00 - 20:00 UTC
Automation powered by AI is a critical tool for marketers to drive efficiencies and performance across their campaigns. However, success leveraging AI typically does not happen overnight. Most businesses progress through a variety of incremental steps on their path to transforming data into business results using AI.
Join Alex Holub, Co-Founder at Vidora and Head of Machine Learning at mParticle, and James Fang, VP of Product Marketing at mParticle, as they discuss four steps companies can take to improve personalization using data.
During this webinar you’ll learn to:

Clearly convey and understand the key concepts around AI for marketing
Define an AI strategy and roadmap to drive business results
Understand how AI and first-party data can deliver meaningful customer experiences

[EIS Webinar] How Successful B2B Brands Deliver Next-Level Digital Experiences
2022-10-26 13:00 - 14:00 UTC
The Digital Experience Platform (DXP) is an emerging technology that is essential for taking B2B ecommerce to the next level of performance. A DXP serves as the glue that integrates multiple digital systems (customer, product, content platforms) in a way that maximizes the customer experience and the revenue value of their shopping activities.
Like any eCommerce platform, a DXP will realize an accelerated return on investment when an Information Architecture (IA) composed of taxonomies, ontologies, and knowledge graphs serves as the foundation for a more robust and scalable platform. This webinar will discuss the synergy of an industry leading DXP, Bloomreach, powered by a comprehensive IA to deliver enterprise class B2B eCommerce.
Join us for a lively, engaging, and information packed conversation with two industry experts who bring a combined 50 years of experience in digital commerce systems and product information management strategies. They will address the following topics:

The business value of a DXP investment in terms of revenue, cost, and customer satisfaction
The real-world consequences of a comprehensive information architecture to power a DXP
Practical, plain-talk explanations of the strategies and steps required for successful DXP deployment
An open, interactive Q&A segment to field questions from attendees

Audience: Executive level marketing leaders and senior/strategic IT leaders at B2B organizations.

Aligning Sales with Customer Success: Why and How?
2022-10-26 16:00 - 17:00 UTC
Aligning Sales and Customer Success is not an easy task. What happens if you disregard it? We ask Jeff Heckler, Director of Customer Success at MarketSource Inc.
“Think about what the key activities are for account managers, who handle overall customer post-sales, and customer success managers, who are focused on driving value for your customers. Handover, qualifying customers, continuous improvement, and enablement channels should be a key part of their collaboration for the duration of a contract and for the lifetime of the customer.”
On the 26th of October at 11:00 EDT* we will discuss in detail:

Why do projects fail after the sale is done?
What can, and should we do, to avoid this from happening?
What can Customer Success do for Sales?
What can Sales do for Customer Success?

*If you can’t join us live, don’t worry! We’ll send the recording to all registered attendees.

Basic CSM - Time Management
2022-10-26 17:00 - 18:00 UTC
The single most precious resource we have is “time” because without it we can do nothing at all, and we have a finite amount of it available to use. As such we need to maximize the value we get out of the time we have available. The purpose of this session is to provide students with the right understanding and tools to be able to manage their time efficiently and effectively.

Smarter Not Harder: How to Create a Bionic CS Organization
2022-10-26 17:00 - 18:00 UTC
Operationalizing and optimizing your CS organization can take many forms. How do you want to take advantage of technology? Where can you add digital touchpoints? And where is the human element truly needed?

Join us as we discuss how you can create a bionic CS organization and learn how:

Where to use digital vs human touchpoints
What the Customer MVP of Bionic CS looks like
How technology can be your best CSM

THE OFFENSE GAME: BE THERE FOR YOUR CUSTOMERS
2022-10-26 19:00 - 20:00 UTC
Sponsored by: Gainsight

Join us October 26, 2022
11:00 AM PT / 2:00 PM ET
With current market conditions, some of the best companies are asking their customers what more can we do to help? Join us on October 26 to hear Gainsight’s Senior Director of Customer Success, Mike Maday, as he sits down with TSIA’s John Ragsdale, Distinguished VP, Technology Ecosystems, to discuss how, under the given circumstances, it’s even more important to improve revenue growth and customer retention throughout the customer life cycle.
With topics including how to unlock expansion opportunities within your customer base and key strategies for how to integrate account planning between the sales and the customer success organizations, this webinar is one you’ll be looking forward to attending!

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Mike Maday
Senior Director, Customer Success, Gainsight

2022 Customer Success leadership study results revealed
2022-10-26 19:00 - 20:00 UTC
How are Customer Success leaders measuring success? What are CS team’s top priorities today? When are CS teams adding operations?
Get answers to these questions and more in the third annual CS Leadership Study conducted by Churnzero and ESG with support from Higher Logic Vanilla and involve.ai. This year’s report features insights from more than 1,000 CS leaders around the globe.
In this webinar, learn what big—and surprising—trends are rocking the industry from our panel of CS leaders as they breakdown the study’s results for the first time. For starters:

Teams are getting bigger, but not big enough
Veto power has consequences
Financial pressure is changing business behavior

Join us to find out how you stack up against your peers when it comes to budgets, team structures, tech stacks, and more.

5 Reasons Why a Conversational AI Pilot might not be working
2022-10-27 15:00 - 16:00 UTC
Presented by
Serkan Ibrahim, VP Europe at Kore.ai and Wayne Butterfield, Global Head of Intelligent Automation Solutions

About this talk
Traditional Conversational AI Pilot’s are failing to be productionised at an exponential rate. In this session Serkan Ibrahim, VP Europe at Kore.ai and Wayne Butterfield, Global Head of Intelligent Automation Solutions, ISG, seek to uncover the reasons behind this and share their insights. Join us to discover which criteria should be baked into a pilot to ensure onward success in Production and beyond!

Coffee Bar Conversations - Support Vs Customer Success
2022-10-27 17:00 - 18:00 UTC
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.

TECHNOLOGY INDUSTRY QUARTERLY REVIEW Q3 2022
2022-10-27 19:00 - 20:00 UTC
Join us on October 27, 2022
11:00 AM PT / 2:00 PM ET
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 reviews the quarterly performance of both indexes.
During this 1-hour webinar, Thomas will:

Review revenue and profit trends for technology companies in the TSIA 50 and TSIA Cloud 40 for the most recent quarter.
Compare the performance of the two indexes.
Review key quarterly trends.
Discuss the attributes that are driving growth and profitability in tech business models today.

If you want to stay on top of industry financial trends and be an informed tech leader, this is the webinar for you.

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

EVERBRIDGE SUITE CONTACT MANAGEMENT BEST PRACTICES – TRICKS AND TREATS EDITION!
2022-10-27 19:00 - 20:00 UTC
During this webinar our Customer Success Team will provide an array of valuable and informative best practice recommendations for the successful management of your Contact database. This session will cover:

• Tips and Tricks of the Contact Upload file
• Contact Self-Management
• Are any Contacts unreachable during a critical event?
• What Upload Options are best for my organization and why?
• Ways to ensure your uploads are not overwriting existing Group associations

*This session is intended for Users with access to Contacts.
Check out the Onboarding Section of Everbridge University for additional courses you can take!

Prediction Tactics for Successful Onboarding
2022-10-31 16:00 - 17:00 UTC
Onboarding is one of the most critical parts of making sure your customer journey is launched well, but how do you know if your program has everything you need to make that happen?
Join us on Monday, October 31 at 11 am ET to walk through the areas of the onboarding journey that can open the door to gaps with Guy Galon.
Can’t make it? Be sure to register to receive the recording afterward.

The Evolution of Employee Recognition - 2023 Trends
2022-11-01 17:00 - 18:00 UTC
Forms of employee recognition and rewards have been a part of organizations for over a century to improve employee engagement and retention.
Over the decades, approaches have been modernized and companies are implementing more holistic recognition strategies to improve the overall employee experience.
This session will share combined experiences and learnings from hundreds of organizations that have upgraded their recognition and reward strategy.
During this webinar you’ll learn:

Why focusing on a Recognition strategy is critical in today’s workplaces
The evolution of Employee Recognition, and why certain methods are outdated and no longer adequate on their own
Proven effective methods and practical solutions to creating a culture of appreciation and examples of companies that are doing it well

THE CUSTOMER LIFECYCLE APPROACH TO REVENUE GROWTH
2022-11-02 19:00 - 20:00 UTC
Join us November 2, 2022
11:00 AM PT / 2:00 PM ET
The sales motion doesn’t stop with the sale. In a subscription-fueled XaaS world, landing the deal is just the start. What you do throughout the customer lifecycle has a massive impact on your growth and profitability. That’s why TSIA tells our members that they need to take a different approach to driving revenue – One that is optimized for the entire LAER (Land, Adopt, Expand, Renew) lifecycle.
Join TSIA’s Managing Director of Revenue Research, Steve Frost, as he guides you through TSIA’s research and best practices on how to grow revenue and increase profits by taking a smarter, more holistic approach.
Topics include:

Why the Customer Lifecycle approach to revenue is critical for XaaS growth
How to make sure the initial deal sets the stage for customer success
What roles Sales, Specialists and Customer Success should play in revenue generation
TSIA’s exciting new research on the role of the Chief Revenue Officer

Join us for this interactive, fast-paced 45 minute session and learn more about how you can take a different – and better – approach to generating recurring revenue.

Customer Success Festival | Sydney
2022-11-03 08:00 - 2022-11-04 17:00 UTC
🗓 Date: November 3-4, 2022
📍 Location: Sydney
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. 🧠
Catherine Ballantyne
Senior Director Customer Success, VMWare
Catherine currently works at VMware where she manages a team of 200+ customer success professionals across 16 countries in Asia Pacific and Japan.
Akash Singh
Head of Customer Success, Software AG
Akash leads customer success practice in Australia and NZ at Software AG.
Marc Villavicencio
Head of Customer Success, JLL Technologies
Marc is a technology leader with over 12 years of progressive experience in technology roles across commercial real estate, financial services, government and consulting
Agenda highlights. 🔥
📍 Leveraging product storytelling to increase retention rate
📍 Increase customer satisfaction and loyalty by creating a value realization framework
📍 Deliver visibility, improve efficiency and achieve revenue growth with sales alignment
📍 Where to find your next great CS hire
📍 Learn how to increase value and engagement to drive revenue
📍 Crucial skills needed to become a future CS leader
📍 Build an exceptional customer onboarding program

TREND ALERT: HOW SUPPORT AND SUCCESS TEAMS ARE MERGING TO INCREASE CUSTOMER VALUE
2022-11-03 19:00 - 20:00 UTC
While companies have positioned customer success as a proactive team and customer support as a reactive team, recent data shows that’s actually not the case. In fact, 36% of support incidents relate to customers asking how to use product features or capabilities, indicating gaps in customer training and onboarding.
In reality, both teams offer frontline support and education to help customers get the most value out of their product and offerings, and both teams impact the satisfaction, adoption, and loyalty of the customer base. Companies are beginning to realize that they gain greater success by uniting these teams under a single organization, and many are already making that shift.
In this webinar, join TSIA’s John Ragsdale, Mathieu Lavoie-Sabourin, Customer Success Architect at Coveo, and Bonnie Chase, Senior Director of Service Marketing at Coveo as they discuss:

The benefits of collaboration between the customer support organization and the customer success organization.
How content plays a key role for both teams.
Three things you can start today to move toward better alignment.

Presented By:
John Ragsdale
Distinguished Research, VP Technology Ecosystems, TSIA
Mathieu Lavoie-Sabourin
Customer Success Architect, Coveo
Bonnie Chase
Senior Director, Service Marketing, Coveo
Publish Date: November 3, 2022

Calculating ROI from Customer Success Initiatives
2022-11-09 17:00 - 18:00 UTC
Dear CSMs, please be advised that the place of our Customer Success Leadership Conversation webinar will be held via Zoom. Same time at 5:00 PM UK/ 1:00 PM EST/ 10:00 AM PST
For this month, join Rick Adams, Peter Armaly, Maranda Dziekonski (she/her), and Chad Horenfeldt as they talk about Calculating ROI from Customer Success Initiatives
Direct link to the Live Room – https://us02web.zoom.us/j/83088778733?pwd=[REDACTED]

November CSM Office Hours
2022-11-10 16:00 - 17:00 UTC
Are you a CSM who is building and scaling customer success at B2B SaaS companies? Whether you are experienced or new to the role, we can all learn from each other. Our sessions focus on two main goals to help ensure value:

Did you meet someone new?
Did you take away an actionable idea to implement?

Join your peers in CSM each month as we focus on topics that can help you wherever you are in the journey. Looking forward to helping you expand your network, talk about issues that impact you, and spend an hour connecting! Sign up for just this month or for the entire series.
New to GGR? Welcome! We exist to connect people, knowledge, and ideas to advance the state of customer success through no-strings attached access to resources. Beyond our Office Hours series, we provide a variety of digital, virtual, and in-person experiences. Come check us out at GainGrowRetain.com!

Data Lineage in the Cloud Series Ep 5: Customer Success Stories
2022-11-10 19:00 - 20:00 UTC
End-to-end data lineage provides essential transparency for organizations to harness the power of data in the cloud to deliver business value and improve operational efficiency. Having a solid understanding of where data originates, its movement throughout the organization, its transformations and its usage empowers data consumers and enables a variety of data-driven initiatives. With comprehensive data lineage, organizations can improve confidence in the data fueling analytics and AI models, help ensure compliance with industry regulations, and accelerate cloud modernization initiatives.
To learn more about data lineage in the cloud and its benefits, join us for this series featuring the experts at Informatica and industry guests.
—
In Episode 5, we’ll discuss customers across different industries that have created business value using data lineage.
Topics include:
• Examples of customers that have leveraged data lineage to improve confidence in their data and overcome various business value creation challenges
• The tangible benefits of data lineage at organizations across different industries
• The link between data lineage and data & analytics governance programs

Data Lineage in the Cloud Series Ep 5: Customer Success Stories
2022-11-11 17:00 - 18:00 UTC
End-to-end data lineage provides essential transparency for organizations to harness the power of data in the cloud to deliver business value and improve operational efficiency. Having a solid understanding of where data originates, its movement throughout the organization, its transformations, and its usage empowers data consumers and enables a variety of data-driven initiatives. With comprehensive data lineage, organizations can improve confidence in the data fueling analytics and AI models, help ensure compliance with industry regulations, and accelerate cloud modernization initiatives.

To learn more about data lineage in the cloud and its benefits, join us for this series featuring the experts at Informatica and industry guests.
—

In Episode 5, we’ll discuss customers across different industries that have created business value using data lineage.

Topics include:
• Examples of customers that have leveraged data lineage to improve confidence in their data and overcome various business value creation challenges
• The tangible benefits of data lineage at organizations across different industries
• The link between data lineage and data & analytics governance programs

Build It Right: Design Your CS Tech Stack for Success
2022-11-15 17:00 - 18:00 UTC
Once you have your Customer Success plan ready to go, it’s time to think about your tech stack. What’s most important to you? How will your CS tool fit with the rest of your tools?

Join us as we discuss what truly matters about designing your tech stack for success and learn about:

High-level buying criteria
Maturity stages and how CS tools fit into each stage
How to choose and plan the right tool for your roadmap

Coffee Bar Conversations - The Role of CS Ops in Scaling Customer Success
2022-11-21 17:00 - 18:00 UTC
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.

Basic CSM - Stakeholder Management
2022-11-23 17:00 - 18:00 UTC
Most CSMs are tasked with the responsibility to increase renewals, both from the perspective of customer retention (ie decreased churn) and from the perspective of increasing revenues (ie higher value sales). A CSM’s performance can often be partially or even wholly measured by how well this is accomplished. This short session will examine how a CSM can help to increase both renewal rates and renewal revenues through the use of Customer Success Management best practices.

CSN Cafe Montpellier
2022-11-24 18:00 - 20:00 UTC
An informal monthly catch up for Customer Success Managers of all levels to meet, discuss challenges over a coffee.

This CSN Café is organized for Customer Success Managers of all levels to meet, discuss challenges and share industry best practices, face-to-face or remotely, over a cup of ☕️
These cafes provide a great opportunity to strengthen your connections in your professional network and establish a resource center where people can share ideas and best practices. We will also have featured topics every month in all of our cafes to discuss and learn more about.
All Customer Success Managers, especially not to miss this opportunity for discussion and sharing!
Hope to see you there !
This event is brought to you by the members of the Customer Success Network. Join our Workplace community or click here for more information about us.

BRINGING VISIBILITY TO THE PARTNER NETWORK FOR SERVICE SALES AND DELIVERY
2022-11-30 17:00 - 18:00 UTC
Partner networks are an increasingly important avenue to increase product and service sales, and to deliver service engagements. For a third of tech companies, 75% or more of revenue comes from reseller partners. And on average, 18% of professional services projects are delivered by subcontractors or partners, but these projects average a much lower margin than projects delivered by internal resources.
In this Technology Summit, we will discuss how to enable partners to more easily sell services, providing them automated tools and service catalogs they can leverage to seamlessly attach services to product deals. On the delivery side, we will look at how you can extend your internal PSA system to partner-delivered projects, allowing partners to take advantage of project templates and best practice libraries, provide more visibility into 3rd party projects, and enable partners to effectively collaborate with you when encountering project roadblocks.

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

Lessons learned from a big a$$ book shift
2022-11-30 19:00 - 20:00 (Europe/Paris)
Wednesday, Nov 30, 2022, 2:00 – 3:00 pm EST
Success as a CS leader means finding the right team structure, workload, and engagement model to hit your goals – and it may take some realignment to get you there. Discover the why, the how, and the hard-won lessons of a big a$$ book shift with ChurnZero’s CX team, fresh from re-segmenting their entire customer base to enhance and scale their engagement and deliver a best-in-class customer experience.
Key takeaways:

Customer segmentation approaches
CSM assignment methodology
Project management and roll out plans
Feedback and data analysis

P.S. This was one of our most popular sessions from BIG RYG 2022 last month, so we wanted to open up this content to a broader audience for those who were not able to attend. Now’s your chance to catch this not-to-miss session!

Customer Success Festival | London |
2022-12-01 08:00 - 2022-12-02 17:00 UTC
🗓 Date: December 1-2, 2022
📍 Location: London
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. 🧠

Hunter Stark

Director of Customer Success, e2open

Hunter is a director of customer success at e2open, passionate about customer success, with prior background in technical consulting and SaaS.

David Collard

Manager of Customer Success, LinkedIn

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.

Rav Dhaliwal
Investor and Venture Partner, Crane Venture Partners

Rav has held a number of executive positions in various Enterprise Software companies over the last 20 years, most recently at Slack whereas the first UK employee he established the London office and founded the global Customer Success team.

Caroline Fischer

Customer Success Director at Otta.com

Caroline is a proven commercial leader specializing in scaling technology to ensure partners are effective and innovative online.
Agenda highlights. 🔥
📍Enabling efficiency and creating value through digital-led customer success
📍Positioning customer success as a growth engine
📍Customer success and product: The intersection for durable growth
📍 Driving upselling and cross-selling revenue through customer success
📍 The value of cost-to-serve analysis: Measurement of ROI
📍Learning path for CSMs: Advancing to customer success leadership

How to Create Powerful Advocacy Programs in Customer Success
2022-12-01 15:00 - 16:00 (Europe/Paris)
We have invited Jade Cass from G2 to talk about why advocacy is rocket fuel to your growth and how Customer Success can build an effective advocacy machine.

Agenda

1. How advocacy works, what buyers look for and what impact this can have on your business

2. Common challenges in creating and maintaining advocacy programs

3. What to consider when setting up an advocacy program and how do you know its working

4. How to think around automation, scaling and handling bad reviews

5. Why Customer Success can assume ownership and benefit from advocacy

The Rise of the Nordics: Emerging SaaS and CS Trends
2022-12-03 15:00 - 16:00 (Europe/Paris)
The Nordic region is home to some of the most innovative and fastest growing SaaS businesses in the world. In recent times, companies throughout Europe and beyond have taken a great interest into what the growth of SaaS and Customer Success looks like within this region now, as well as trends for the future.

On Thursday 8th December from 3:00-3:45 PM GMT, join Adam Joseph, RVP of Customer Success, Gainsight, and guest hosts Thomas Sjöberg and Daniel Nackovski, Co-Founders of SaaS Nordic, as they take a deep-dive into:

The evolution of customer success in the region, in comparison to the rest of Europe
Different approaches for growing, and structuring a CS team
Why, and how to manage segmentation and health scores

We look forward to seeing you there!

Product Update: Save Your Sales in a Down Economy
2022-12-06
Whether you’re selling into the enterprise, or selling within an enterprise, the Salesloft platform is ready to support your sales team in reaching its revenue targets. Our flexible and scalable platform just got another major influx of enterprise-grade features that’ll help you coordinate across multiple sales functions, give you even more control over your data governance, while also being ready for your on-the-go field reps.
Join our team of product-experts on December 6th to hear about the features in our latest launch, what they mean for you, and ask your questions live.
Details:

Who: Salesloft’s Product Team
What: Winter 2022 Product Launch
When: December 6th @ 11:00 AM EST

Speakers:

Ryan McShane
Vice President, Product Marketing, Salesloft

Anthony Olsen
Senior Product Manager, Salesloft

Jimmy Conley
Senior Product Manager , Salesloft
