Practical CSM Academy

The Practical CSM Framework - Phase 4: Adoption Planning
2023-04-19 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.

Unlocking the power of customer education: A gateway for growth
2023-04-19 18:00 - 19:00 UTC
Wednesday, April 19, 2:00 – 3:00 PM EDT
In this thought leadership discussion, Northpass’ CEO, Steve Cornwell, and ChurnZero’s CEO, You Mon Tsang, will detail how although Customer Success is the last moat for competition in today’s evolving market, there is one emerging area for CS teams to explore – customer education.
Although learning was originally thought of as a “nice to have,” it has evolved to be a growth engine for leading businesses. Join this session as we detail how customer training can be turned into your next wave of growth.
Key takeaways:

Awareness of why customer education is necessary for today’s leading businesses
Knowledge of the five use cases where customer education can be applied
Understanding how customer education can drive growth for a leading business
How to get started with a customer education program

CS Leadership Conversations - The 2023 Customer Success Employment Market
2023-04-20 17:00 - 18:00 (Europe/London)
For April’s edition of our Customer Success Leadership Conversations live webinar series, we welcome back a returning guest and a “friend of the family” in the form of Alan Fecamp, CS Leadership Recruitment Specialist at Zeren Global. Alan will be talking to our CEO and expert author Rick Adams on the topic of The 2023 Customer Success Employment Market. Learn whether now is a good time to find your next role in the Customer Success profession, and what precisely the market needs from you right now in terms of knowledge, skills and experience. Find out how to go about uncovering the best opportunities, and get advice on how to maximize the chances of landing your dream position!

Woman Leaders in CS - Recession Proofing Your Customer Success Career
2023-04-26 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.

Leadership Office Hours
2023-04-27 15:00 - 16:00 (Europe/London)
When
Thursday, April 27
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

CS Leadership Skills - Big Bets
2023-05-03 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.

Transforming Your Startup with a Customer-Centric Mindset
2023-05-04 15:30 - 16:30 UTC
In this webinar, we’ll explore the benefits of a customer-centric mindset and provide practical strategies for integrating it into your startup culture.
✅ We’ll cover the key principles and practices that startups can use to prioritize their customers and build long-term relationships with them.
✅ You’ll learn practical tips for understanding your customers’ needs, aligning your team around customer success, and measuring the impact of your efforts.
Join us to discover how transforming your startup with a customer-centric mindset can help you stand out from the competition and drive sustainable growth.

TSIA World INTERACT • Live at the Orlando World Center Marriott • May 8-10, 2023
2023-05-08 - 2023-06-10 | Orlando World Center Marriott
The Path to Profitable XaaS
The industry’s premier event for technology professionals driving organizational change.

TSIA World INTERACT is the Path to Profitable XaaS
The most interactive TSIA event format ever!
TSIA World INTERACT offers an immersive experience for technology professionals driving organizational change! With an agenda offering a plethora of networking events and transformational educational content, the conference brings together a remarkable community of global senior tech industry executives and top talent across product, revenue, and services.
TSIA World INTERACT is a CAN’T MISS event for tech business leaders looking to find revenue, cut costs, and drive profits!
Why Attend TSIA World INTERACT
It’s a conference like no other! Get ready for 3 days of networking, small group discussions, ask-the-expert sessions, curated meetups, solution discovery, social events, deep dive breakout sessions and more – all designed to put you on the Path to Profitable XaaS!
Next-Level Networking
INTERACT in a host of new networking experiences that put you in touch with our community of tech industry executives and problem solvers including:

Executive interaction programs
Peer to peer problem solving
Inclusive discussion groups
Health and wellness programs
Social events

Solution-Filled Sessions
Content at TSIA World INTERACT features breakout sessions that present actionable advice for driving success in both bear and bull markets. Take advantage of sessions illuminating the following tracks:

Getting out of the Box and Impacting Change with
Customer Learning
Long-Term Success Strategies for Supporting Customers
Taking Customer Success from Art to Science
The Future of Professional Services
Growing Recurring Revenues Profitably
Digital Managed Services
Defining Value for the Complete Offer Portfolio

Visionary Keynotes
TSIA senior executives and industry luminaries present thought leadership for the direction of the tech industry:
Opening Keynote | You Can’t Cut Your Way to Success by TSIA Executive Director & Executive VP, Thomas Lah
General Session | Panel: TSIA Researcher Hot Takes, Challenging the Common Wisdom of the Day
Special Guest Keynote | Create a Unified Experience for Your Customer – the Time for Convergence is Now! by Jim Roth, EVP Customer Support at Salesforce
Closing Keynote | The Opportunities and Threats of AI on How Companies Sell and Serve B2B Customers in 2023 by TSIA President & CEO J.B. Wood
SPECIAL PRESENTATION

Enhancing Team Efficiency & Customer Engagement in a Resource-Constrained World
2023-05-09 16:00 - 17:00 (Europe/London) | Gain Grow Retain
When: May 9 @ 11am EDT
Join us for a transformative webinar where we will explore strategies to help your team become more efficient and effective, enabling you to better serve your customers by engaging, educating, and empowering them exactly how, when, and where they want.
In today’s economic climate, customer-facing teams are often faced with the challenge of doing “more with less,” as leaders and budgets are increasingly under resource constraints. To adapt and thrive in this environment, we’ll introduce you to innovative enablement solutions that are digital, scalable, asynchronous, proactive, self-service, automated, and dynamic/real-time. We’ll discuss Digital Customer Success, which leverages technology-led, proactive, always-on systems and processes, as well as Scaled Customer Success, focusing on human-first, data-driven, segmented, and cohort customer enablement.
By the end of this webinar, you’ll be equipped with practical insights to optimize your customer success strategy in a resource-constrained world. Don’t miss out on this opportunity to unlock your team’s full potential!

Customer Success Festival | Amsterdam | May 10-11, 2023
2023-05-10 - 2023-05-11 | Van der Valk Hotel Schiphol
🗓 Date: May 10-11, 2023
📍 Location: Amsterdam
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. 🧠

Carmen Istrate
Implementation and Customer Success Manager, Uber

Carmen manages software implementation projects for U4B customers and brings market insights, tailored onboarding techniques, and a deep understanding of Uber products to drive project success.

Isabel Lobato
Senior Strategic Customer Success Manager, Miro

With several years of experience in the field, Isabel is a results-driven professional who is passionate about helping her customers achieve success through the use of Miro’s software and solutions.

Elodie O’Rourke
Customer Success Director, Financial Times

Elodie O’Rourke is the Customer Success Director at the Financial Times with over a decade of experience.
Agenda highlights. 🔥

Setting CS priorities
Turning CS into a revenue generating function
Dealing with setbacks: how to overcome customer loss
Risk mitigation programs, how to save customers from churning
Mastering challenging renewal conversations
Customer engagement strategies

Leadership Office Hours
2023-05-11 15:00 - 16:00 UTC
When
Thursday, May 11
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

Customer Success Festival | Las Vegas
2023-05-24 - 2023-05-25 | The Mirage
🗓 Date: May 24-25, 2023
📍 Location: Las Vegas
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. 🧠

Deanna Miller
Customer Success Director, Microsoft

Deanna is a customer success leader with a customer-focused growth mindset. She leads teams to develop, inspire, and execute creative solutions for both local and global teams.

Leonard Green
VP of Customer Success, Northwestern Mutual

Leonard Green is the Vice President of Customer Success (Sales Technology). In this role Leonard leads a department of 140+ Customer Success Consultants and Technology Specialist that enable the adoption of customer experience driven technology to drive a faster, seamless, optimized sales cycle.

Ayman Husain
Customer Success Director, Microsoft

Ayman is a technologist, tech strategist, tech speaker, advisor, change leader and a cloud architect specializing in big data, modern cloud-native application design, cloud infrastructure, high-performance computing clusters and hyper-scale hybrid data center solutions.
Agenda highlights. 🔥

Building a strong customer onboarding process for long-term retention
Leveraging customer feedback to drive product development and improve retention
Implementing effective customer communication strategies
Managing customer churn and identifying at-risk customers
Utilizing customer success software and tools to improve efficiency and performance tracking

Money Talks: 2023 Customer Success Compensation Webinar
2023-05-24 18:00 - 19:00 UTC
Welcome to the ultimate webinar on customer success compensation findings from 2023 in North America

Join Gainsight, RevOps Squared, and The Customer Success Network as we discuss how customer success compensation trends are evolving.
Compensation trends are crucial to your career growth and development. That’s why we have brought together some of the industry’s brightest minds to discuss the latest findings and what they mean for you.
During this webinar, we will cover everything from:

Customer Success presence in companies and roles
Evolution of Roles and Digital Customer Success
A look into compensation: base and incentive

Leadership Office Hours
2023-05-25 15:00 - 16:00 UTC
When
Thursday, May 25
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

CS Leadership Conversations - Leading Customer Success in a Large Enterprise
2023-05-25 17:00 - 18:00 (Europe/London)
Get ready for an insightful discussion at the May edition of Customer Success Leadership Conversations. Sandy Keys, the Director of Global Customer Success at Dell Technologies, will share her experience leading Customer Success teams at one of the largest technology companies in the world. Rick Adams, a veteran in the Customer Success industry, will ask probing questions to uncover valuable insights for the audience on the challenges and strategies for delivering exceptional Customer Success in a large enterprise context.

Woman Leaders in CS - Demonstrating Customer Success Value to the C-suite and the Board
2023-05-31 17:00 - 18:00 (Europe/London)

What CROs Need to Know: The Sales Workflow of the Future
2023-06-07 08:00 - 17:00 UTC
Selling in 2023 has come with its own set of new challenges. We know when sales technologies aren’t speaking to each-other seamlessly, you and your team become inherently less productive.
With Harvard Business Review recently citing that 9% of a seller’s year is spent switching between technologies – we need to do better. So, how do we create more time for our sellers to spend purely on selling?
Gartner has a new model called the Seller Action Hub, and Salesloft’s very own Derek Grant is excited to share our take on this and what it means for the broader selling landscape. Tune into our webinar and learn more on driving more efficiency and productivity within your sales organization.

CS Leadership Skills - Internal Negotiation 1
2023-06-07 17:00 - 18:00 UTC
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.

Thanks to The Customer Success Association for publicizing these events.

The Building Blocks of Personalization
2023-06-07 17:00 - 18:00 UTC
Brands that personalize content, offers, and experiences are rewarded with loyal customers and business results. But what are the elements a brand needs to put in place in order to utilize personalization in its digital experiences, ecommerce, and across the entire digital ecosystem?
This webinar will explore the building blocks of personalization and how they can create powerful ecommerce shopping experiences, and build customer lifetime value when deployed across the customer journey.
You’ll learn:

What it takes to do personalization well
Areas where personalization in ecommerce can have a big impact
How to use personalization to create value across the entire customer journey

Gain Grow Retain Live - Boston
2023-06-07 22:30 - 2023-06-08 22:30 UTC
GGR Live: Boston | Scaled Customer Success | June 7
​Effective Strategies to Reduce Cost via Scaled Customer Success
​In a time where “doing more with less” is top of mind for leaders, come together with your peers to discuss effective strategies and best practices to scale and meet your organizational goals without compromising your customer satisfaction.
​Our prompt to carry our discussion:
What scaled customer success programs are you planning to build to drive impact with your customers in 2023?
​Customer Success leaders, join us in Boston, MA to connect, share, and network with one another.
​​Shoutout to our Supporters:

​Higher Logic Vanilla exists to connect B2B technology brands to their customers that enhance the customer experience.
​Totango is the industry’s only Composable Customer Success platform, built on a modular foundation with embedded best practices to meet you where you are today and grow with you as a business needs change.

June 8 Leadership Office Hours
2023-06-08 16:00 - 17:00 UTC
When
Thursday, June 8
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

PCSM Book Club: The Chief Customer Officer Playbook in Action
2023-06-08 16:00 - 17:00 (Europe/London)
Thursday, 8am PDT/11am EDT/ 4pm BST
Join Rod Cherkas, author of the best-selling book The Chief Customer Officer Playbook, as he shares actionable strategies you can use to have better goal setting discussions with your manager. He will demonstrate that by following the tips he shares in his book, you can achieve more repeatable, predictable results for your company while accelerating the development of skills you need to grow faster in your career.
In this interactive discussion, you will learn how to:

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

Attracting—and Keeping—Your High-Net-Worth Investors
2023-06-08 19:00 - 20:00 UTC
The importance of deepening your understanding of your customers cannot be overstated.
In this webinar, we’ll join PwC to dissect their recent survey findings on a specific customer subset — high-net-worth investors — and discuss key considerations for implementing data-driven targeted messaging, building stronger relationships and delivering on your potential and existing clients’ needs and expectations.
Topics include:

Why HNW investors are re-evaluating their financial relationships (46%)
Review necessary steps to protect your business
Understand best practices on turning customer data into smarter action

Gain Grow Retain Live - New York
2023-06-08 23:00 - 2023-06-09 02:00 UTC
THE VAULT: Secrets of CS Leaders
​”Doing the right things”
​​Its a cliche as old as time — “doing more with less” — we’d rather think about it as “doing the right things”.
​Every business is different and every customer success leader has different challenges – but do we really?
​Join us in THE VAULT for an evening where we bring 40 Customer Success Leaders together for a private dinner – sharing secrets and helping one another make an impact.
​​Our prompt to carry our discussion:
What scaled customer success programs are you planning to build to drive impact with your customers in 2023?
​​Trinity Place
Thursday, June 8
6:00 PM to 9:00 PM
​​​This dinner is sponsored by ​Higher Logic Vanilla & Totango.
Higher Logic Vanilla exists to connect B2B technology brands to their customers that enhance the customer experience.
​​Totango is the industry’s only Composable Customer Success platform, built on a modular foundation with embedded best practices to meet you where you are today and grow with you as a business needs change.

Automation and AI: A Strategy to Minimize Unplanned Work
2023-06-13 19:00 - 20:00 UTC
Organizations are finding themselves face-to-face with more unplanned work than they have in the past. And, since the cost of disruption is closing in on $12,900/min and 73% of strategic objectives are being impacted, the search to minimize these disruptions is ever-increasing.
A recent study from leading IT research firm Enterprise Management Associates (EMA) has explored and revealed the facts on how automation and AI can be utilized to reduce the impact of unplanned work. Digital Operations enables enterprises to streamline their digital transformation while ensuring efficient real-time collaboration between IT service and IT operations.
Join us as we bring together industry experts
Valerie O’Connell, EMA Research Director
Bill Reese, Everbridge Product Marketing Director
Register now to secure your spot as we reveal practical ways organizations successfully use AI and automation to minimize unplanned work.
Can’t wait and want more information about Digital Operations now?

Oracle Customer Success Services: Optimizing database security against cyber attacks
2023-06-14 13:00 - 14:00 UTC
Data is at the center of everything we do. Now, more than ever, businesses are challenged to protect their databases from increasing security threats. We’ve seen the headlines from high-profile security breaches, but what are the best practices to help ensure your data is protected?
Join us for a 60-minute live session to learn how Oracle Customer Success Services can provide your business with the infrastructure to support your data needs while also addressing vulnerabilities and threats to help ensure your data assets are protected.
Agenda topics include:

Protecting your database to secure enterprise data
Building resilience against the threat of Ransomware
Understanding the increasing importance of Zero Trust Security Architecture
Working with Oracle Customer Success Services to improve your security posture

CSN Cafe Middle East
2023-06-14 18:30 - 19:30 UTC
An informal monthly catch-up for Customer Success Managers of all levels to meet virtually, and discuss challenges over a coffee.

This Customer Success Network Cafe is designed for Customer Success Professionals of all levels to meet, discuss challenges and share best practices virtually over a cup of coffee . ☕
This monthly virtual event provide a great opportunity to build your connections in your professional network as well as establishing a hub where people can share ideas and industry insights.
👉 Join us in this CSN Cafe – Middle East for networking and discussing Customer Success Manager Skills.
👉 This is an open discussion and knowledge share event.

The Mise En Place of DCS: Start the Journey with a Proactive Approach
2023-06-15 18:00 - 19:00 UTC
Ask any chef, mise en place is key to keeping any kitchen running smoothly. It’s where you make sure ingredients are prepped, and workstations are organized before you begin assembling a dish, and saves time.
We’ll discuss the mise en place of DCS: how to plan, organize and launch proactive digital strategies as organizations make the leap to digital CS motions. You’ll gain an understanding of how proactive programs can centralize your existing resources, improve customers overall experience and time to value, and streamline repeated customer questions to give your CSMs time back to focus on high value activities.

Read More

Addressing common customer needs through proactive, self-serve motions
Tactics to get started in deploying these strategies for your organizations
Identifying some common pitfalls

Speakers:

Harshi Banka
Senior Director of Strategy, Digital Customer Success at Gainsight

Joris Dieben
Senior Vice President and GM, inSided at Gainsight

Nisha Baxi
Director of Community at Gong

Sonam Dabholkar
Director of Customer Success Operations at Gong

3 Steps to Unlock Your Customer Data and Drive Revenue
2023-06-20 17:00 - 18:00 UTC
With businesses today under increasing pressure to drive efficient growth, developing a customer data maturity roadmap is essential for unlocking new revenue, engagement, and optimization opportunities.
But where do you start?
Discover how Twilio Segment’s #1 Customer Data Platform (CDP) helps businesses like FOX, Instacart, Levi’s and more implement data-driven strategies with a three-step customer data maturity framework. Learn how to streamline and personalize customer experiences – while increasing revenue and protecting the bottom line.
Attendees will:

Decide what data should be collected to achieve meaningful engagement
Resolve data into unified golden profiles that provide a single view of the customer
Activate data and profiles to achieve positive business outcomes

DeepTarget Customer Success Webinar - July 2023
2023-06-20 19:00 - 20:00 UTC
Description: Industry Insights, DXP Helpful Hints, A Case Study of Success
