Practical CSM Academy

3 Data-Driven Personalization Strategies to Increase Customer LTV
2022-09-20 16:00 - 17:00 UTC
Strong customer relationships are at the heart of all great and growing brands. Yet, it’s increasingly challenging for today’s marketers to meet customer expectations —making personalization critical to beating out the competition and driving efficient business outcomes.
According to Twilio Segment’s The State of Personalization 2022 report, nearly half (49%) of consumers say they will likely become a repeat buyer after a personalized retail shopping experience.
Delivering unique experiences based on each customer’s wants and needs requires a data-first approach. Marketers who can achieve a complete view of their customers and orchestrate personalized journeys in real-time are the ones who will ultimately attain long-term customer loyalty and avoid rising customer acquisition costs.
In this webinar, Twilio Segment’s Sr. Product Marketing Manager will share how the company is making this ideal state a reality for marketing teams across industries. You’ll learn:

The latest data trends in personalization, first-party data, and consumer loyalty
Why establishing a modern customer data foundation is the key to delivering unified, personalized customer experiences at scale
How leading consumer brands are building personalized experiences to drive results across the customer journey—from acquisition and conversion to retention and loyalty

Customer Success Summit 2022
2022-09-16 08:00 - 17:00
Europe’s Startup Customer Success Summit, 1 day, 15 experts, infinite insights to scale your startup’s Customer Success.

About this event

Here you go for the full agenda:
9:30-10:00 👉 How to Pitch Customer Success to your Sales-Focused Founders – Valentina Ricupero from Valentina Ricupero Business Consulting
10:00-10:30 👉 Scaling up Customer Success for 50K customers – Pilar Martin from Bexio
10:30-11:00 👉 How to Scale your Company with Digital Customer Success – Dennis Ollig from Perspective.co
11:00-11:30 👉 Creating the CS Function from Scratch – Do’s and Don’ts – Ewelina Hulboj from Unique
11:30-12:00 👉 Change Management in Customer Success – Christoph Magistra from Microsoft
13:00-13:30 👉 Transition from Firefighter to Success Hero – Maximilian Hoppe from contentbird
13:30-14:00 👉 How to Deal with Difficult Customers – Dominik Waltburger from LARI
14:00-14:30 👉 Customer Segmentation – Elena Francesconi from Urban Sports Club
14:30-15:00 👉 Setting New Customers Up for Success – John Gaspar from Frontify
15:00-16:00 👉 Panel discussion: How Does Scaling the Whole Organization Affect Customer Success? Panelists: Stefan Kiefer from SoSafe, Giulia Scotti from Scandit, Pascal Brem from Skribble, Andreea Cotabitiu from Locatee.
16:30-17:00 👉 Customer Success as a Leadership Function – Clemens Immel from Sharpist

September CSOps Office Hours
2022-09-16 04:00 - 05:00
Thursday, September 15, 2022
11:00am – 12:00pm ET
Host: TBD
Topic: TBD
REGISTER NOW
Teresa Chu is a full-stack marketer with skills spanning from writing/storytelling, and data analysis to program strategy and execution. Currently, she heads the digital engagement strategy for Customer Success at Aruba Networks. In her free time, she enjoys writing short stories, running, reading, and watching classical movies.
———-
Are you in CS Operations and are 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 CSOps 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, talking about issues that impact you, and spending an hour connecting! Sign up for just this month or for the entire series.

Better Than Average CX: Ways To WOW Your Customer
2022-09-15 19:00 - 20:00
Consumers expect customer service to be better than ever—and 80% say the experience a business provides is as important as the products or services it offers.
So, how can you “WOW” consumers and make every interaction even better than they expect?
Join speakers Tamsin Dollin, Director, Product Marketing, and Catherine Forino, Senior Product Marketing Manager at NICE to explore innovative ways to wow your customers and deliver better than average CX!
By the end of our webinar, you’ll learn how to:

Improve CSAT and NPS
Create fierce customer loyalty
Remove friction from the journey
Plus, you’ll reduce cost to serve!

The Right Data at the Right Time
2022-09-15 18:00 - 18:30
When it comes to monitoring your customer’s success, there are about a million and one things you need to be aware of. From day-to-day behaviors such as account usage to subtle changes in satisfaction and sentiment, each is a piece of the puzzle that comes together to form the snapshot success. And the secret recipe to seamlessly having relevant data during the most critical time is simply a cup of customer segmentation, a dash of playbooks, and a sprinkle of automation.
Join this 20-minute webinar with Han Yi, Account Executive at ChurnZero, to learn how our top features can help you monitor, understand, and proactively act on critical customer behavior.
In this webinar, you’ll learn about:

The events affecting customer health that CSMs can easily monitor
Creating customer segments to identify customer needs instantly
Utilizing alerts and playbooks to prevent disengagement through automation

CSN Cafe – Copenhagen
2022-09-15 15:00 - 17:00
An informal monthly catch-up for Customer Success Managers of all levels to meet virtually, and discuss challenges over a coffee.

This cafe is designed for Customer Success Professionals of all levels to meet, discuss challenges and share best practices in the industry virtually over a cuppa ☕️

These cafe’s provide a great opportunity to build your connections in your professional network as well as establish a central hub where people can share ideas and industry insights.
In Copenhagen we meet monthly with larger quarterly events where a guest speaker presents their findings, experience, failures, and successes on a particular topic (followed by breakout discussions)
In this quarter’s larger event, we’re joined by Hélène Hulthin Hagnéré, owner of the Customer Success consultancy, SCHHH. Hélène will discuss the topic of customer onboarding, more specifically: X
This is not to be missed for any Customer Success Professionals. Look forward to seeing you there.

Customer Success Management in Service - Executive Service Roundtable,
2022-09-15 09:00 - 10:00
About
Your customers are increasingly focused on the value or outcome they get from your products, solutions and services.
And as your services become more remote and predictive, they also tend to become less visible and tangible.
This increases the risk of your customers not achieving the outcome, or not seeing the outcome they got from your products, solutions and services.
This will have a major impact on:
• How you sell your services and solutions.
• How you enable your customers to get the value or outcome they are after.
• How you demonstrate the value or outcome your customers achieved.
In September, we will be running 2 sessions of the Executive Service Roundtable, about “How to drive growth with Customer Success Management in Service”.
Cannot make this?
On September 14, we will be running a session on this topic too, for participants in the EMEA and Americas.

KnockTalk Live: What Will a Great Customer Experience Look Like in 2023?
2022-09-14 20:00 - 21:00
What’s the secret weapon many PMCs are using to improve the customer experience? Artificial intelligence (it’s not as complicated as you think!).

Sheri Killingsworth, VP of Marketing & Communications, and Nicole McLemore, National Director of Marketing Operations, from Lincoln Property Company, will join Knock’s VP of Customer Success Hanna Hilts to explore how AI can improve the prospect experience — and why owners and operators are leaning into AI more than ever before.

Ready to give AI a try? Get in touch with us to learn about our AI and automation features.

The Workforce of the Future
2022-09-14 17:00 - 18:00
The working world has changed and so must technology. Outdated Employee Monitoring solutions that rely on intrusive surveillance techniques breach employee privacy and erode trust.

The net result is often a culture of skepticism, caution, and doubt amongst a workforce. With the Work-from-Anywhere movement here to stay however, the need for senior leadership and management to learn from, protect, and respect the workforce is more important than ever.

Join Rajan Koo, Chief Customer Success Officer with DTEX Systems, and a special guest from the digital transformation practice at the one of the world’s leading consulting organizations as they discuss:
-The results of PwC’s recently published ‘The Future of Work’ research;
-The established requirement for privacy;
-The opportunities workforce intelligence offers organizations to accelerate digital transformation initiatives and supercharge human capital management programs;
-And how contextual behavioral intelligence fosters better outcomes for employees and the organization.

Conducting the Expansion Sale [Webinar]
2022-09-14 16:00 - 2022-09-22 17:00
With nearly 80% of revenue coming from existing customers, customer success seems to be an underutilized role.

So how can you become advocates for the growth and realize your customers’ value? 📈

We’ll reveal all in our session on Wednesday, September 14 with Corporate Visions. 📅

8am PDT | 11am EDT | 4pm BST – discover:

✅ The crucial role of customer success
💰Why it’s vital to articulate value to existing customers
🤝How sales and CS can collaborate to facilitate retention and expansion conversations

Customer Success Management in Service - Executive Service Roundtable.
2022-09-14 15:00 - 15:30
Your customers are increasingly focused on the value or outcome they get from your products, solutions and services.
And as your services become more remote and predictive, they also tend to become less visible and tangible.

This increases the risk of your customers not achieving the outcome, or not seeing the outcome they got from your products, solutions and services.

This will have a major impact on:
• How you sell your services and solutions.
• How you enable your customers to get the value or outcome they are after.
• How you demonstrate the value or outcome your customers achieved.

In September, we will be running 2 sessions of the Executive Service Roundtable, about “How to drive growth with Customer Success Management in Service”.

Cannot make this?
On September 15, we will be running a session on this topic too, for participants in the EMEA and APAC.
Reserve your seat for September 15th

Customer Success Summit
2022-09-14 - 2022-09-16
Join us in Miami and get the best of inspiration and innovation at our 2-day global gathering of expert customer success practitioners and innovative customer journey creators.
Welcome to Miami

Dive right into a dynamic, engaging program that’s interactive and community-led so you can create and exchange CS best practices and tools to drive your individual growth and the collective success of our industry.
A collaborative experience
Come together with customer success managers, developers, customer journey designers, and data integration and implementation leads to create unique engagement models that generate customer value. Discover how Composable Customer Success enables organizations to scale and grow through automation, personalization, real-time monitoring, and optimization.
Best of all, it takes place in Miami, a global epicenter of arts, entertainment, creativity, and culture!
Get best-in-class coaching
Access powerful insights from industry thought leaders and experts that you can immediately act on to drive growth and better customer outcomes. Plus, get hands-on training and tips from Totango experts.

Work through powerful customer success plays
Dig into real-world scenarios (good, bad, and ugly) and get DIY how-tos that you can drive customer success faster with SuccessBLOC templates and simple automated tools.
Find allies and build bonds
Network, collaborate, and share with your favorite CS peers and new faves. See if your team’s a winner with the Customer Success Hero Awards!
Live your best life with fun and sun
Enjoy a refreshing, leisurely stay on Miami Beach and explore the arts, architecture, and fashion in the Miami Design District.

Driving Customer Engagement Featuring Branch
2022-09-13 22:00 - 23:00
Before digital products became the business, customer acquisition was the end game. But that’s no longer enough. Today’s winners are optimizing for engagement, activation, loyalty, and the end-to-end digital journey.
In this two-part webinar series, experts from Amplitude will discuss the metrics, frameworks, and tools that are helping today’s most successful brands move beyond thinking of digital as a collection of channels or acquisition funnels, and instead as the complete customer journey.

September 1 at 9:00 a.m. PT / 12:00 p.m. ET: Optimize for Retention
September 13 at 12:00 p.m. PT / 3:00 p.m. ET: Driving Customer Engagement Featuring Branch

In this second session,Driving Customer Engagement, attendees will learn:

What product-led growth means and why it matters
Why new customer activation and engagement are key to your product strategy
How to focus your product team to find new ways to deliver value to your users

How Livestorm keeps a 95% CSAT score with automation
2022-09-13 17:00 - 18:00
Presented by
Immacolata Baettig, Senior Account Executive, Intercom | Elif Koral, Head of Customer Experience, Livestorm

About this talk
Livestorm was growing fast—and their support team couldn’t keep up. There wasn’t enough time in the day to deliver the personal support their customers loved. Enter chatbots and automation. With the right support strategy, Livestorm took the pressure off their team, letting them spend more time on the customer relationships that needed attention the most. In this webinar, Elif Koral, Head of Customer Experience at Livestorm, will explain: – How chatbots resolved 33% of common questions instantly – The framework that kept their team from burning out – How getting proactive shortened first-response time by 83% while keeping a 94% CSAT

Go from "What Now?" To "What's Next?"
2022-09-08 17:00 - 18:00
The Durable Growth Playbook will change how your business handles the market.

The businesses that succeed are those that can drive growth regardless of the economic environment. They can equip their customer success teams to drive greater net revenue retention and empower their product teams to drive greater product adoption and product-led growth. And they can emerge from downturns more efficient, more capable, and more durable.
Join Gainsight Chief Customer Officer Kellie Capote as we take you through the steps to driving durable growth in this six-part series.

September CSM Office Hours
2022-09-08 16:00 - 17:00
Thursday, September 8, 2022
110:00am – 12:00pm ET
Host: Andrew Marks
Topic: TBD
REGISTER NOW
_________
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, talking about issues that impact you, and spending an hour connecting! Sign up for just this month or for the entire series.

The Role of Customer Success Management In an Economic Recession
2022-09-07 17:00 - 18:00
For most businesses, finding brand new customers can be an expensive and time-consuming activity, especially during economic downturns where new customer growth can be hard to achieve. That being the case, what can the Customer Success Team do during difficult times to help the business stay afloat and remain profitable and perhaps even continue to grow?
Direct link to the Live Room – https://event.webinarjam.com/go/live/294/1nxg5a1wbpsxs4

How to Build a Support Automation Framework
2022-09-07 10:00 - 11:00
Today, support teams are navigating an increasingly demanding support landscape. Automation supercharges support, empowering teams to provide personal support at scale without overstretching your team.
In this webinar, we’ll show you how to introduce customer support automation with Intercom’s conversational support funnel framework and explain how Intercom’s customers improved support efficiency with automation.
You’ll discover:
– How to introduce automation to customer support
– Interactive demo of Intercom’s chatbots
– How Intercom’s customers support their customers at scale with automation

Customer Success Festival
2022-09-07 - 2022-09-08
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.

Ensure Customer Happiness through Service Success for Manufactures
2022-09-01 19:00 - 20:00
Manufacturers worldwide are looking to gain a competitive advantage in 2022 by enhancing their customer service. They are rethinking how they interact with their customers to ensure a digital-first service experience and a proactive approach that builds customer confidence. But how can manufacturers identify strategic priorities and investments for the year ahead?

Join this webinar to learn how AlphaBOLD partnered with several manufacturers to implement their customer service management solution successfully by utilizing Microsoft Dynamics 365 Customer Service, Unified Service Desk, multi-channel service approach, and Microsoft Power Automate.

Common Challenges Addressed by Customer Service Implementation:
– Inability to turn customer feedback into action
– Low customer retention rate
– Failure to solve customer queries in a timely manner
– Inability to capture customer concerns across multiple service channels
– Inability to measure customer satisfaction
– Slow turnaround for responses
– Reduce incoming requests by enabling self-service

Hope to see you there! For more details or questions, feel free to reach out to us at marketing@alphabold.com

Customer Success at Halftime 2022 - Five Things To Do Now
2022-08-26 10:30 - 11:00
Agenda
With less than half a year left until the end of the year, it’s time to asses where you are standing and what else needs to be done to reach the 2022 target. In this webinar we will share best practices and go through real life examples.

Some of the topics we will cover:

Key things to assess and base your priorities on
Common distractions and hurdles to overcome
Turnaround projects and how to improve churn
Expansion projects and how to drive upgrades
High output activities and managing with limited resources

Coffee Bar Conversations - The Role of AI in Customer Success
2022-08-25 17:00 - 18:00
Artificial Intelligence – AI – is without a doubt on the rise, and is often found in the news right now, with debates around what AI really means for humanity and whether AI is truly “intelligent” or even perhaps “alive” and “conscious” and if so what that might mean for it and for humans. Leaving the more philosophical side of AI aside for a moment, now might be a good time to start asking “What impact is AI likely to have on the CS profession, both in the short term and in the longer term as AI inevitably becomes more intelligent and less expensive?” Join Rick in discussion with Jason Noble, VP of Customer Success for Vinli as they debate this important topic.

From overwhelmed to over quota: How to be a more effective CSM
2022-08-24 19:00 - 20:00
Wednesday, August 24, 2022, 2:00 – 3:00 PM EDT
As a Customer Success Manager (CSM), if you feel overwhelmed, overworked, and constantly playing catch up, you are not alone. Many thought leaders in our space say, “you need to be proactive, not reactive”, yet there is very little advice on specifically HOW to do this.
This session will be extremely prescriptive and practical on how to run your day effectively, reduce distractions, and get the right things done.
We invite you to join this webinar with Ryan Johansen, who trains CS professionals on becoming top performers without burning out, as he shares his framework on how to get the right things done to get results as a CSM.
In this webinar we’ll cover:

How to prioritize your day and become a top performer without burning out
How to proactively manage your book of business with a personal operating system
How to manage the distractions that kill productivity and make you miserable

CUSTOMER SUCCESS TELEMETRY: TOP METRICS AND DASHBOARDS FOR GROWTH AND EFFICIENCY
2022-08-24 19:00 - 20:00
Customer success managers (CSMs) are critical in the daily interactions with their customers. But what metrics and dashboards has your organization put in front of them to ensure they are running their book of business with great success? Customer success executives also need to have the most current and most relevant KPIs, metrics, and health scores at their fingertips.
As the economy faces uncertainty and customer success gains greater value in organizations to grow business, create customer value, and run with great efficiency, dashboards and the metrics that support them are so very critical. Are your dashboards looking at the right variables and telemetry?
In this 45-minute webinar, TSIA’s Vice President of Customer Success Research, Stephen Fulkerson, will be joined by Valuize’s Chief Client Officer, Emily Ryan, for a discussion on the top metrics and dashboards needed for growth and efficiency in customer success.
By attending this webinar, you will be able to:

Quickly identify what telemetry and dashboards you may need in your repository to drive great success for your customers and your company.
Determine how mature and defined your metrics and dashboards are for customer success.
Enable CSMs with the metrics and dashboards they need to have successful interactions with your customers.
Ensure you have the right data to make the right decisions for your organization during this time of economic uncertainty.

Customer Success Creator Meetup
2022-08-24 17:00 - 18:00
Totango is launching a Customer Success Creator Community and we want you involved!

About this event

The Totango CS Creator Community is a diverse group of professionals committed to learning, sharing, and developing customer success best practices that will shape the future of the CS industry.
Join us for a short call to learn about the community, meet fellow customer success innovators, and gain access to Totango Community Edition and training assets.
This is open to all CS professionals (leaders, CSMs, ops) or individuals thinking about getting started in the field. Current Totango users and soon-to-be users are welcome to join too.
You can join the meeting via zoom at: https://totango.zoom.us/j/8496116176

Basic CSM - Stakeholder Management
2022-08-24 17:00 - 18:00
Customer Success Management is one of those roles that sits in the middle of many existing duties. It takes aspects of each of them (and more) and re-utilizes those aspects for its own purpose – that of assisting the customer to attain its desired or required outcomes from the products and services it has purchased from us. To be a good Customer Success Manager, therefore, requires an in-depth understanding of many different skills; from data analysis through to stakeholder management and everything in-between.

This monthly FREE series delivers an in-depth overview of one such skill each month. As with all our webinars, the events are recorded so even if at the last minute you cannot attend, you will still be sent a link to watch the recording in your own time afterwards.

In-Person CSN Cafe – Ireland
2022-08-18 18:30 - 22:00
First IN-PERSON Customer Success Cafe in Dublin for over 2 years!
This Cafe is designed for Customer Success Professionals of all levels (including those who want to get into the industry) to meet, discuss challenges and share best practices in the industry over a cuppa ☕ or a pint.
These Cafes provide a great opportunity to build connections in your professional network as well as establish a central hub where people can share ideas and industry insights.
We encourage you to sign up early to guarantee your place so that we can book the appropriate space.
Please order tickets only for yourself.
See you there!
Your hosts,
Marta Hidouk, Brian Cronin, Ezra Zimbler

Location

McGrattans Pub
76 Fitzwilliam Lane
Dublin 2
Ireland

August CSOps Office Hours
2022-08-18 16:00 - 17:00
Topic: Scaling Customer Success with a Digital First Approach

Teresa Chu is a full-stack marketer with skills spanning from writing/storytelling, and data analysis to program strategy and execution. Currently, she heads the digital engagement strategy for Customer Success at Aruba Networks. In her free time, she enjoys writing short stories, running, reading, and watching classical movies.
———-
Are you in CS Operations and are 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 CSOps 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, talking about issues that impact you, and spending 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.

Customer Success Café Helsinki – The Reboot Edition
2022-08-18 14:00 - 16:00
Welcome to the next edition of the Helsinki Customer Success Café!
After 2 years of a corona-break, it’s time to meet again: it’s been WAY too long! We’ll be live, at the offices of Lumoa.me 🤩
This is an event for SaaS business professionals looking to share knowledge to help solve practical Customer Success challenges in their businesses, and simply to meet with other Customer Success practitioners.
And, because it’s been so long, let’s keep the agenda light, and simply catch up, and talk about what’s next for you as a Customer Success professional in 2022
Agenda
* 16.00: Welcome and intro
* 16.15: Discussion/mingling/presentation
* 18:00: Wrap-up
We look forward to see you, and if the other editions are any indication, it will be a lively discussion for sure!
All the best, and see you on the 18th of August!
Katja, Anna, Martina, Olli, Rasmus, Peter
P.S. 1 *cough* please be on time *cough*
P.S. 2 make sure to sign up for www.customersuccess.network for access to a wonderful community of CS practitioners!
VENUE

Rantatie Business Park

8 Hermannin rantatie, 00580 Helsinki
Helsinki, 00580 FI +

Discover Financial Services - Oracle Integration Customer Success Webcast
2022-08-17 17:00 - 18:00
Discover Financial Services – best practices & lessons learned.

Live Webinar Accenture & Oracle
9:00 PT | 18:00 CET

Learn how leading brands benefit from OCI integration services as the foundation for digital business.

Accelerate your multicloud innovation with prebuilt connectivity to any SaaS, on-premises, and custom applications. Jump-start your Oracle ERP, HCM, and CX projects with embedded best-practice integrations, easy-to-use recipes, and business accelerators.

Join Accenture’s Mani Choudhary and Amit Singh, with Discover’s Amanda Kreutziger and Brian Hatfield, to learn how Discover approached the data sourcing and integration of their Oracle ERP solution. This includes how Accenture’s prebuilt Oracle Cloud assets can immediately deliver value for your ERP and HCM projects. In this webinar you will learn:

Discover’s approach to data preparation and integration for Oracle ERP projects
How prebuilt integrations with connectors can speed up delivery timelines
How to automate Dev-Ops with PaaS and SaaS config/code promotion
How a centralized repository for all assets helps implementation consultants collaborate
How to future-proof your competitive advantage through custom application development on a common cloud platform with seamless security and high performance.

9:00 AM

Welcome & Introduction – Daryl Eicher, Oracle

9:05 AM

Announcements OCI integration services – Jürgen Kress, Oracle

9:10 AM

Discover Financial Services case study – Amanda Kreutziger and Brian Hatfield, Discover

9:25 AM

Demo, best practices, and lessons learned – Amit Singh, Accenture

9:35 AM

Service offerings – Mani Choudhary, Accenture

9:50 AM

Next Steps / Questions & Answers – Doug Dittrich, Oracle
