Practical CSM Academy

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

Customer Success Festival
2023-03-14 - 2023-03-15 | 117 West 46th Street New York
Driving excellence in customer success
“Customer Success Collective couldn’t have done a more amazing job creating a CS community that’s modern, collaborative and representation from some of the smartest leaders in customer success.
Can’t wait for the next event!”
Co-Founder & CEO, Catalyst

What is the Customer Success Festival?
Whether you’re tackling onboarding, churn mitigation, or renewals, rest assured, you’ll leave our two-day festival rejuvenated and ready to return to work to apply your findings and updated strategies.
Our keynote presentations and panel discussions are spearheaded by the brightest CS leaders from the world’s most recognizable brands, all with a wealth of experience. Join your CS peers at the festival to help you fight churn and deliver expert customer experiences.

The Practical CSM Framework - Phase 3: Onboarding
2023-03-15 17:00 - 18:00 UTC
ABOUT THE PRACTICAL CSM FRAMEWORK SERIES
The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases and provides a pre-created set of responses to the most common challenges faced by the CS professional within each phase. Each response is carefully documented with step-by-step guidance on when and how to perform the necessary tasks within it. Using the Practical CSM Framework delivers a consistent approach, maximizes quality and enhances productivity.
PracticalCSM.com is pleased to announce a 60-minute online virtual training webinar for busy professionals, run by our CEO and founder Rick Adams.
This webinar series has been run many times and received very high reviews from attendees. It explains the need for and benefits from using a framework, and then provides an overview of the Practical CSM Framework itself. Each of the seven phases within the framework are then described and explained before the webinar ends on how to put it to practical use in the real world.
Phases 1&2: Preparation, Commitment
Phase 3: Onboarding
Phase 4: Adoption Planning
Phase 5: Implementation
Phases 6&7: Value Realization & Engagement Evaluation
Attendance is FREE – just use the REGISTER options below to reserve your invitation to attend each event.

Your customer champion just left. Now do this.
2023-03-15 19:00 - 20:00 UTC
A shift at the top of your customer’s team is the single biggest predictor of customer churn. But it doesn’t have to be that way!
In this webinar, Ali Cudby of Alignmint Growth Strategies, will share the proven formula for successfully navigating this key inflection point, and turning it into a moment to win a new champion.
Key takeaways:

Why a customer champion change is such a critical moment in a customer relationship
Critical play steps for tackling customer champion changes
Best practices that create opportunities for retention and growth

THE STATE OF SUPPORT SERVICES 2023
2023-03-15 19:00 - 20:00 UTC
Join us March 15, 2023
11:00 AM PT / 2:00 PM ET
If your company provides remote services to customers to help them stand up and maintain access to your technology, this webinar is for you.
In 2023, we are clearly operating in uncharted territory. Traditional business models are being disrupted, a new post-pandemic workplace has emerged, and economic headwinds are leading to tech layoffs while we have two openings for every unemployed person in the United States. How companies respond will determine if they are going to be around for the next tech bubble or if they will cease to exist.
Support services will have to be at the forefront of this response. Is your organization ready?
Join Vele Galovski, TSIA’s VP, Support and Field Services Research, as he shares his research findings, based on TSIA’s benchmark data, highlighting this year’s support services trends and business challenges. He’ll also introduce the five pillars of support services – the keys to succeeding in 2023 and beyond.
Key topics for this 45-minute webinar include:

Why this economic downturn is different from those in the past
An introduction to the five pillars of support services:

Support service delivery optimization
Support service business model
Self-service and knowledge management
Improving the customer experience
Talent management

The 2023 support services capabilities heatmap

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

Leveraging contextual learning and community as key areas of a digital customer success strategy
2023-03-16 17:00 - 18:00 UTC
As a customer success leader you’re faced with an interesting dilemma – company leadership is looking at you for ways to maintain or increase retention rates, without significantly scaling your CS teams.
The most innovative companies understand the value of a digital customer success strategy, and how it benefits all customers, not just the smallest ones. While automating some tasks can certainly free up CS team members’ time, the real key to scalability and customer-centricity is providing better, more self-service experiences for customers to learn from each other and your educational material.
Join our webinar to learn how to leverage contextual learning and community to create a digital customer success strategy that drives customer engagement and retention. You’ll hear from industry experts about the latest trends and best practices in digital customer success, and learn how to apply these strategies to your own business.
Event Specifics:
Date & Time: Thursday March 16th at 9:00am – 9:45am PST
Host:

Mike Barnes
Head of ISV & Tech Partnerships at Gainsight

Speakers:

Frances Kleven
Director, Enterprise Customer Success at LearnUpon

Kenneth Refsgaard
Principal Program Manager, Community and CS Strategy at Gainsight

CERTAINTY: HOW RESILIENT SERVICES BUSINESSES ATTRACT AND RETAIN TOP TALENT
2023-03-21 19:00 - 20:00 (Europe/London)
Join us March 21, 2023
11:00 AM PT / 2:00 PM ET
Talent worldwide agrees: services businesses that demonstrate strong leadership and provide a stable working environment are the most appealing. Striking new evidence suggests that employees are increasingly focused on being part of a culture that has a strong handle on its future.
Attend this webinar and discover:

What is most—and least—valued by talent when evaluating an employer.
The unexpected contrast between individuals across North America, Europe, and APAC.
How different generations value the opportunity to do satisfying work.

Join TSIA’s John Ragsdale and Simon Jones of FinancialForce Product Marketing, as they discuss these topics and other important data to identify the roadmap to building a resilient culture.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Simon Jones
Senior Product Marketing Manager, FinancialForce

VALUE MANAGEMENT: WHY NOT NOW?
2023-03-22 19:00 - 20:00 UTC
Join us March 22, 2023
11:00 AM PT / 2:00 PM ET
With services revenue dominating the technology industry as responsibility for customer outcomes shifts to suppliers, it’s never been more important to get your service offers right.
However, robust services portfolio management process is rare. Product management and marketing remain focused on technology, and sales market discovery efforts are frequently disconnected from any formal offer management.
Join Hal Stanley, TSIA’s VP, Service Offer Management Research, for this 45-minute interactive webinar and learn how to avoid the most common pitfalls in offer management and accelerate your progress toward a robust value management capability.
Key topics include:

The role of Sales in offer management.
How to drive a new joint venture with minimal organization change.
Why formal business planning (still) predicts success.

Come prepared to ask your questions and engage in this interactive dialog!

Presented By:
Hal Stanley
VP Service Offer Management Research & Advisory, TSIA

CS Leadership Conversations - Why CS is Even More Important in a Recession
2023-03-23 17:00 - 18:00 UTC
Our guest for March needs no introduction for the vast majority of CS professionals, because it’s none other than Nick Mehta, CEO at Gainsight. Nick is ones of the CS world’s top superstars, and Gainsight has led the way in CS software since its inception back in 2014. Join Nick and our CEO and expert author Rick Adams in this exciting conversation on the topic of Why CS is Even More Important in a Recession and get a fresh perspective from the brains behind the Gainsight behemoth. Do not miss this great conversation!

ACHIEVING OPTIMAL CUSTOMER AND EMPLOYEE RETENTION WITH QUALITY MONITORING (QM)
2023-03-23 19:00 - 20:00 (Europe/London)
Join us March 23, 2023
11:00 AM PT / 2:00 PM ET
While the past two years have seen an employee-led “great resignation,” the past six months have seen significant headcount reductions for many tech firms, and 49% of B2B companies expect hiring freezes or potential layoffs in 2023. What does this mean for customer support and success functions who are on the front lines for protecting revenue and customer retention?
The reality is that employers must do more with fewer resources. One key lever for success is deploying a comprehensive quality monitoring (QM) program, which serves the dual purpose of:
1. Auditing and ensuring customer service quality standards are met.
2. Providing a timely, actionable feedback and coaching loop to front-line agents who help determine the successful outcomes for customers.
But how do you get higher quality output with fewer resources? TSIA benchmark data from 2022 shows that companies with formal quality monitoring programs significantly improve both the customer experience and the employee experience. In this webinar, we’ll explore the determining factors that help service leaders achieve optimal retention of both employees and customers.
Join us to learn how you can:

Implement a comprehensive QM and coaching program without additional budget and people.
Identify and address key friction points along the customer and employee journeys that impact long-term account profitability.
Leverage omnichannel artificial intelligence (AI) to analyze every customer interaction channel, including web chat, SMS, and social.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Judith Platz
Chief Customer Officer, SupportLogic
Harish Batlapenumarthy
Product and Ecosystems, SupportLogic

Woman Leaders in CS - Value Realisation: Why and Why Now?
2023-03-29 17:00 - 18:00 UTC
Women Leaders in Customer Success is a LIVE monthly podcast interview series aimed at exploring the minds and understanding the thought processes of some of Customer Success Management’s most important female leaders. Each month, a special guest is selected and invited to talk on a topic of their choosing. The events are hosted by Minna Vaisanen, Passionate Customer Success Leader with Multi-industry Experience. Minna creates value by delivering outcomes and fast time-to-value for customers, solves problems through innovation and strategic thinking, and can define and execute Go-to-market strategies for multinational companies and technology start-up / scale-up.
Our Women Leaders in Customer Success events are recorded LIVE in front of an invited audience. During the discussion, you are invited to submit your questions, which will then be shared with the guest in the final part of the session. Each month features a different guest and a different Customer Success-related topic for conversation.
Attendance is FREE – just use the REGISTER options below to reserve your invitation to attend each event.

Transitioning Into Customer Success as a Career
2023-03-29 18:00 - 19:00 (Europe/London)
Transitioning Into Customer Success as a Career
We Talk a Lot About Customer Success As a Career, But How Do We Transition into It?
This series shines a light on how professionals from various careers and experiences can transition to Customer Success career paths.
Key points:
The core skill set of a Customer Success Manager
How to apply your current skills to a CS role
The difference between customer support/service and customer success
How to build your network to land a CS role
Speakers:
Ifeanyi Nwoke
Kenechi Onyedum CCSM
Moderator
Stephanie Eje
Register through LinkedIn – https://www.linkedin.com/events/7042907369697075200/comments/

Maximize Success with Collaboration: Perspectives from a Patent Expert and
2023-03-30 08:30 - 09:30 UTC
Are you a lone wolf or a teamplayer? Do you like to play golf alone or rugby in a team?
Intellectual property is a complex business that is hard to be handled by only one person at a company. However, it is still the case that an IP Manager or a patent engineer is responsible for all IP matters. IP and patents, which is a component to protect the business of a company, goes hand to hand with new developments and the engineering so that it is obvious that a R&D department or product and project management should be part of it. The questions arises why intellectual property is still not part of the whole.
Therefore, we would like to give you more insights about collaboration in your IP business and we would like to motivate you involving your colleagues in your IP strategy. Be curious to see how you can maximize your IP success through collaboration.
Furthermore, we are happy to announce that our IamIP tool expert and customer success lead Fabian Tanalski will discuss this subject-matter with the patent attorney Maximilian Knaus from WSL Patentanwälte who can give you more experience from the patent law firm site.

Leadership Office Hours
2023-03-30 15:00 - 16:00 (Europe/London)
When
Thursday, March 30
11:00am – 12:00pm EST
Who
Customer Success Leaders who are building and scaling at B2B SaaS companies
What

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

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

Achieve sustainable operational economics and hyper-automation with Oracle Unified Operations
2023-03-30 16:00 - 17:00 UTC
Achieve sustainable operational economics and hyper-automation with Oracle Unified Operations

Telco cloud networks and 5G empower CSPs to offer new and differentiated services, but they also introduce higher levels of complexity. Managing such networks while realizing its full business potential requires an integrated automated operations approach across orchestration, inventory, and assurance, to not only accelerate the telco to techno transition but also deliver sustainable operational economics and long-term profitability.

Drawing from recent customer successes at Verizon, Hutchison, eir, and others, the speakers will share real-world examples of this journey toward full operations automation, which will include:
• The role of topology and digital twins for operational automation of enterprise services
• Post M&A operational simplification, rationalization, and automation for consumer and enterprise services
• Material financial benefits realized through consolidation, standardization, and automation in network operations
• The benefits of deploying Unified Operations on Oracle Cloud Infrastructure (OCI)

Vanessa Walmsley - Global Head of Customer Success - CS Vibe
2023-04-03 14:00 - 15:00 (Europe/London)
This lady might well be one of my favorite people we have featured on a RedHolt podcast. Vanessa Walmsley leads Customer Success for Vizrt Group one of the largest companies in the broadcasting sector. Listen to the interview with the lead of our Customer Success Management Practice, Charlotte Bass, and you’ll quickly find out why Vanessa deserves her place at the top table in an industry-leading company backed by Goldman Sachs.
In this interview, Vanessa talks about the inspirational career she has had, her motivations, and her feelings about what matters most in leadership.
Vanessa is direct, honest, confident, and passionate about how much she loves her role.
Register through LinkedIn – https://www.linkedin.com/events/7043866353581047808/comments/

Don't fool around with the wrong KPIs for Customer Success
2023-04-04 18:00 - 19:00 UTC
🚨 Did you miss it!? 🚨
Not many did, that was one great conversation on Account Management.
For those that did, you can watch it here: https://youtu.be/AsF6UGRIITc
But don’t be a fool and miss the follow-up talking all about Customer Success!
We will take time to work with you, the community, to better understand the difference between Account Management and Customer Success.
We will take time to understand how to exceed expectations with your clienst:
– Defining What it is
– KPIs that measure Success
– How to Scale it
– How to not blur the lines with things like vCIO
– Create safeguards to protect from churn!
Stay tuned, as we will also be doing the same with vCIO in late April and can be registered for here: https://us06web.zoom.us/webinar/register/WN_8GhKplBOQjufMvguzcNYgg
See you all than!

CS Leadership Skills - Performance Mindsets
2023-04-05 17:00 - 18:00 (Europe/London)

Customer Success in 2023
2023-04-05 18:00 - 19:00 UTC
I’ll be joined by CS influencers – Markus Rentsch, Ezra Zimbler and Jan Young for this audio event. We’ll discuss multiple aspects around customer success in 2023. Stay tuned!
Register through LinkedIn – https://www.linkedin.com/events/7044345896418897920/about/

ORS streamlines integration and process management with Oracle Integration Cloud and primeone business solutions
2023-04-12 11:00 - 12:00 (Europe/Paris)
ORS provides new IP streaming services empowered by a Digital transformation

Connect Oracle Service Cloud & BRM with Oracle Integration

ORS group has evolved from a transmitter network operator into a “Digital Content Gateway” and as a reliable partner, guarantees perfect “content transport” via cable, IP, satellite, and antenna and offers IP services and streaming solutions as well.
In the course of a major system transformation, various software components (e.g. Billing and Revenue Management System/BRM or a customer service solution) were implemented. To harmonize the integration and process management and to rely on a middleware, it was decided to use the Oracle Integration Cloud. This enables ORS to implement, adapt and monitor integrations within a few hours/days.
ORS was and is supported by the implementation partner primeone business solutions. Find out in this episode why ORS decided to use Oracle Integration Cloud, what the success factors are to date, and why ORS was able to ensure the successful launch of the overall project in the end.

Building for Digital: Gainsight's Roadmap
2023-04-12 15:30 - 16:30 UTC
Scaling digital initiatives in 2023?

Join us to hear how Gainsight’s product roadmap will help you drive more personal, cohesive customer experiences through digital programs. See what’s on our roadmap to improve existing digital capabilities as well as deliver new ways to delight and engage your customers.
Join us to learn how:

Our unified platform experience will scale your efforts
AI will deliver greater efficiency within digital journeys
Customers can take more ownership of their digital journey and success

Online-Seminar "Level Up Customer Success"
2023-04-14 07:00 - 08:00 (Europe/London)
Thinking about how to turn your business model into a subscription business model? Do you want to avoid churn, increase retention and encourage your customers to use your product or service more intensively? Do you want your customers to increase their efficiency, generate more sales or reduce costs through you?
Then our online seminar “Level Up Customer Success” might be interesting for you:
✅ Learn the basics of CSM in an online course in preparation for the online seminar (duration: approx. 3 hours)
✅ In the online seminar, the focus is on the practical implementation of the content (three 2-hour online sessions; Fridays from 9-11 am).
✅ Together, best practice examples will be discussed, e.g. based on case studies with Salesforce and Camunda.
✅ Interactive elements promote exchange and networking with the other Customer Success Managers.
▶ Register now until 01.04.2023 (info@customersuccess-academy.de), places are limited.
Register through Linkedin – https://www.linkedin.com/events/7036954340477038592/comments/
