Practical CSM Academy

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

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

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.

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

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.

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.

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

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.

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

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

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

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 | 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

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!

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

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.

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.

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

Woman Leaders in CS - Recession Proofing Your Customer Success Career
2023-04-26 17:00 - 18:00 UTC

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!

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

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.

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/

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

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.

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/

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

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!

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/

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)
