Practical CSM Academy

New Year, New Strategies – Kickstart Your 2024 Digital Customer Education Program
2024-02-15 18:00 - 19:00 UTC
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.

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

DeepTarget Customer Success Webinar Series - 2024
2024-02-22 17:00 - 18:00, 2024-03-21 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!

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!

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

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

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!

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

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.

Proactive Customer Success with Customer Maturity Model
2024-02-29 16:00 - 17:00
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.

Measuring Customer Service in an AI-driven world
2024-03-05 06:00 - 19:00
Here’s what you’ll learn

Join us live on March 5, 2024 as our panel dives into the challenges of measuring the impact of AI in Customer Service, one of the most important and interesting insights from this years Customer Service Trends report. If you can’t attend live, register anyway and we’ll send you the recording.

AI is completely changing how customer service is measured.
For many customer service teams, AI-powered chatbots will become the first point of contact for customers seeking support. These bots are capable of offering quick and helpful answers, and can also disambiguate queries and pass them on to a human support rep to provide further assistance if they don’t know the answer.
With AI on the frontlines tackling your inbound support volume, some of the core metrics used to measure the speed and effectiveness of your support delivery will need to be adapted. Are your support teams ready to shift their mindset and embrace this huge opportunity?

Every year, we survey thousands of customer service professionals to keep a pulse on how the landscape is shifting.
For our 4th annual Customer Service Trends Report, we specifically wanted to understand the effects, opportunities, and potential challenges of this AI disruption on the customer service space.
We surveyed over 2,000 global support professionals from a range of locations, roles, and company sizes to find out how customer service is changing across five main themes: customer expectations, AI trends, support teams, tech stacks, and metrics.

Virtual Customer Success Network
2024-03-05 17:00 - 18:00, 2024-04-02 17:00 - 18:00
Join the Virtual Customer Success Network!
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!

THE BLACK BOX OF IMPLEMENTING AI
2024-03-05 19:00 - 20:00
AI is already creating shifts in the employee base of technology companies. How long before AI capabilities replace 25% of the workforce in tech?
AI will reduce the amount of labor required to develop, sell, and service technology solutions. Right now, there are three challenges facing technology leaders as they work to operationalize AI capabilities: First, how long will it take for AI to dramatically change our workflows? Second, what are the best AI use cases to work on first? Third, what are the friction points we will encounter when deploying new AI capabilities?
Join TSIA researchers Thomas Lah and George Humphrey for an interactive 45-minute webinar where they’ll be addressing some of the most pressing questions the industry is facing today, including:

How fast is AI disrupting technology business models?
How are companies navigating the deployment of AI capabilities?

We’re looking forward to seeing you there!

Community Re-charge
2024-03-06 16:30 - 17:30
Re-charge and reimagine customer communities with Gainsight! Join us for a series of fireside chats with industry experts, customers and Gainsight SMEs on how to manage and build communities that reignite customer engagement and deliver on customer needs.

SALES AND CUSTOMER SUCCESS: ALIGNING FOR GROWTH
2024-03-06 19:00 - 20:00
Too often, Sales and Customer Success teams find themselves operating in silos with limited cooperation. However, both parties have responsibility for growing the customer. without clearly defined and coordinated goals, roles, and compensation plans, the go to market motion will be inefficient. At worst, it can be completely broken, with Sales and Customer Success practitioners stepping on one another’s toes, frustrating customers and leaving revenue on the table.
In this interactive 45-minute webinar, TSIA’s Steve Frost and Marc Troyan will give you tangible insights on how to help your sales and customer success teams to work together for customer growth. They will address key questions such as:

Who owns the customer?
Can (and should) my CS team generate sales leads?
What sort of upsells can CSMs close?
How do we align our KPIs and compensation so our teams work together?

In addition, attendees will have a chance to participate in TSIA’s latest focused research, concerning the Sales and Customer Success Alliance. Don’t miss this critical discussion on one of the most important challenges facing technology companies today!

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

Women in CS Power-Up Masterclasses
2024-03-07 14:00 - 15:00
Join us for a series of practical masterclasses hosted by Gainsight and Women in Customer Success!
Register Today

Get Plugged In To What Powers Engaging Healthy Communities
2024-03-13 16:00 - 18:00
Online communities are a powerhouse of customer engagement – driving on-demand self-service and value for your customers at scale.
Join this half-day virtual event featuring industry leaders, community best practices, and peer to peer breakout discussions to discover how you can build or reimagine a community to drive new value in 2024.
You’ll learn more about measuring community ROI, scaling customer support, and so much more!

How to master the tough talks every CSM needs to have, even if you hate conflict
2024-03-20 19:00 - 20:00
Customer success can be a minefield of difficult conversations and interpersonal situations. Navigating tense renewal negotiations, conflict with other departments, and calming angry customers are just a few of the challenges you face daily.
It can be tricky to deal with, especially if the thought of conflict makes you sweat, but getting these wrong can lead to even more stress and frustration. It can also lead to missed opportunities for growth, damaged relationships, and increased conflict.
Here’s the good news: mastering tough conversations is a skill you can develop. With the right mindset and practical strategies, you can confidently handle these tough conversations, transforming potential conflicts into win-win outcomes.
In this webinar, we’ll cover

How to get comfortable and confident with tense talks, even if you’re an introvert who hates conflict
The biggest obstacles you’ll face in challenging conversations and how to overcome them
How to advocate for yourself and build stronger relationships at the same time
Three steps to make you confident and comfortable in even the most difficult conversations

The CSAT Survey on Trial: Rethinking Voice-of-the-Customer Insights
2024-03-20 19:00 - 20:00
It’s the trial of the century: join Tethr’s Steve Trier, Glia’s Rick DeLisi, Neighborly Software’s Mary Drumond, and CX Accelerator’s Nate Brown as they interrogate the traditional customer survey.
You’ll leave the virtual courtroom with ideas for combining survey data and predictive CSAT to inform your CX priorities and increase customer satisfaction.
Here’s what’s on the docket:

Understand the benefits and limitations of traditional CSAT survey programs.
Discover how AI-powered predictive CSAT scoring can expand your access to voice-of-the-customer insights.
Learn how to augment surveys with predictive CSAT to identify and prioritize CX improvements.

Re-imagine Customer Engagement in the Age of AI
2024-03-26 16:00 - 17:00
How you keep your customers digitally engaged is the focal point for building strong customer relationships. However, companies often struggle to forge deep customer bonds due to the complexity of digital-servicing channels, surging customer expectations, and squeezed labor markets.
AI-enabled customer service is now the most effective rescue.
Forrester predicts that 42% of AI decision-makers have identified improving or personalizing CX as a top use case for the technology.
To deliver personalized and proactive AI-enabled customer experiences, be a part of our thought-provoking webinar: Re-imagine Customer Engagement in the Age of AI.
In this session:
– Learn how to develop a cross-functional digital engagement strategy that delivers value to your customers at every stage of their journey.
– Get inspired by real-life examples of companies that excel at digital engagement strategies.
– Find out how you can optimize your own strategy for success.
– Understand ways to expand your VoC competencies with broader data and insights.

Achieving Self-Sustaining Community
2024-03-27 16:00 - 17:00
Customer communities are always on. Customers may span across time zones and continents, and their need for the community may pop up within work hours, at night, or even on the weekends. So how do you cultivate a self-sustaining engagement cycle that keeps the community thriving even when your community manager is away?

Best practices for accelerating community contributions
How to leverage automation to make things easier for both customers and community managers
Danny’s solutions for sustaining community engagement and moderation while he was on an extended leave of absence

Vanilla Webinar - Community-Driven Strategies for Expanding Your Customer Success Team
2024-03-27 18:00 - 19:00
Customer success teams juggle a lot: from onboarding new accounts and answering inbound questions to strategic planning and mitigating churn—all while making each customer feel like a priority. It’s a tall order, and even the most dedicated teams can find it a Herculean task to keep up without either stretching their resources too thin or facing burnout.
Join us on March 27 for a webinar with Heather Wendt, Community Strategist at Gain Grow Retain, where you’ll learn about a scalable solution to these challenges: a well-managed customer community. Discover how to transform your community into a key resource for your customer success team, allowing them to scale while still providing the personal touch your customers value.

The future of customer-led growth with Catalyst & Totango
2024-03-28 15:00 - 16:00
Customer expectations are at an all-time high, so businesses require a robust, agile, and comprehensive platform to not only meet, but exceed these expectations.
Totango and Catalyst have joined forces to provide the most innovative customer growth platform to support the post-sale revenue cycle, combining their customer success and post-sale expertise and technology so that you can deliver customer value with precision. The powerful combination drives recurring revenue success and measurable growth for nearly 600 global customers, from large enterprises to fast-growing businesses.
In this exclusive webinar, Chief Product Officer Kevin Chiu will dive into the reasons behind the merger, the enhanced capabilities of the unified platform, and why this is a pivotal moment for the customer success industry.
What you’ll learn:

The story behind our journey: Learn more about the “why” behind our decision to join forces and why we are excited about the journey ahead.

What post-sale teams need to succeed today: Learn more about our point of view and methodology on what Customer Success teams need to thrive in today’s competitive fight toward revenue growth.

How we plan to deliver the market’s best customer growth platform Discover the new, cutting-edge features and improved functionalities that will be available. Learn how these advancements can drive your customer growth strategy forward.

Interact with leaders from both Totango and Catalyst:

Kevin Chiu – Chief Product Officer
Karen Budell – Chief Marketing Officer

Join Us – We only have a limited number of seats
This webinar is a must-attend for existing customers of Totango and Catalyst, as well as any business looking to elevate their customer success game and post-sale revenue growth. Learn firsthand about the exciting opportunities this combination brings to the table and how it can empower your business to thrive in the competitive market landscape.

Creating Customer Moments at the Contact Level
2024-03-28 16:00 - 17:00
Achieving personalized experiences is key to ensuring customer contacts recognize the value of your product and continue investing in it. Join Gainsight to discover how you can leverage individual contact insights to create scalable, personalized journeys that enhance engagement and loyalty. Our experts will show you how data from various sources, including CSM notes and product usage, can be used to tailor unique journey’s for individual customer contacts.

Strategies for engaging customers across channels to gather comprehensive contact data.
Insights into transforming your approach to using data from individual customer contacts.
Techniques for scaling personalized experiences using data insights.

Metrics that Matter – Mastering Measurement for Digital Training Success
2024-03-29 17:00 - 18:00
We’ll be the first to admit that measuring customer education can be tricky—but it’s something you have to get right in 2024. We’ll look at a surprisingly simple way to measure the impact of training, talking points you can use to keep your leadership team on board, and how you can position your program for long-term success.

The simple way to measure the impact of customer education.
How to talk to your leadership team about the impact of training—and what to do if they push back.
Fresh features, roles, and capabilities you should look to add to your program as you grow.

April 4 CS Leadership Office Hours
2024-04-04 17:00 - 18:00
Join us on Thursday at 1pm ET, April 4, 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!

Supercharge 2024:The role of thought leadership in building trust and reputation
2024-04-16 15:00 - 16:00
In our next Supercharge 2024 webinar, we’ll be taking a first look at the findings from our Thought Leadership Benchmark Report and exploring the implications for your organization. 98% of leaders say thought leadership contributes to revenue growth. So, this is an opportunity to gain insights into what marketing leaders are doing differently and how to make your thought leadership rise above the noise. Our survey of 400 senior marketing and BD executives across the tech, professional services, and financial services sectors gives unparalleled insights into thought leadership, allowing us to benchmark best practices. Discover how strategic alignment, processes, capabilities, results, and innovations like Gen AI are critical to high-performing thought leadership. What are leaders doing differently? Here’s a preview of some of the key findings we’ll be exploring: • 53% of leaders can measure thought leadership impact on revenue very well, compared to only 7% of laggards • On average, 8% of marketing budgets are dedicated to thought leadership for both leaders and laggards • 90% of leaders say co-creating thought leadership improved the strength of their relationships with clients, partners, and experts, vs 51% of laggards • 36% of leaders personalize thought leadership for individual accounts, compared to 18% of laggards • 75% believe Gen AI will improve the quality of thought leadership, but 72% worry it will make it all the same Register now. Gain insights to make your thought leadership stand out from the crowd and supercharge your account growth.

How to Rebuild a Successful Community
2024-04-16 15:30 - 16:30
Communities are always evolving – but what if you need to merge, reinvent or relaunch your community? Hear how Gainsight successfully merged our two distinct communities (inSpired and GameChangers) into one, four product destination for Gainsight customers.
You’ll learn:

What to consider when relaunching or merging a community
Learnings and successes from Gainsight’s own efforts
Where to lean in across teams to make your efforts a success
