Practical CSM Academy

Virtual Customer Success Network
2024-01-02 17:00 - 18:00 UTC
Join the Virtual Customer Success Network!
Get ready for an exciting online event where customer success professionals from around the world come together to connect, learn, and grow. The Virtual Customer Success Network is the ultimate platform for sharing insights, best practices, and strategies to drive customer success.
Starting on Tue Oct 03 2023, at 17:00:00 GMT+0100 (British Summer Time), this event will provide a unique opportunity to engage with industry experts, participate in interactive sessions, and gain valuable knowledge to enhance your customer success initiatives.
Discover innovative ways to build strong customer relationships, increase customer satisfaction, and drive business growth. From keynote presentations to panel discussions and networking sessions, the Virtual Customer Success Network offers a dynamic and collaborative environment to exchange ideas and learn from top professionals in the field.
Don’t miss out on this incredible chance to expand your customer success knowledge and connect with like-minded individuals. Mark your calendars and be part of the Virtual Customer Success Network!

DeepTarget Customer Success Webinar Series - 2023
2023-12-21 17:00 - 18:00
Industry Insights, DXP Helpful Hints, and Case Studies of Success

December 21 Leadership Office Hours
2023-12-21 16:00 - 17:00
When
Thursday, December 21
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

Maximizing Value from AdaptiveWork: Reporting Capabilities Session 3
2023-12-20 15:00 - 16:00
Join us for the third installment of Maximizing Value from AdaptiveWork Reporting Capabilities.
This session will focus on live examples based on questions we’ve received over the first two sessions. Topics of discussion include:

Reporting Options
Views vs Reports vs Dashboards
Reporting “Nuggets”
Automating Document Generation
Extraction Capabilities
Reporting via API

We look forward to seeing you on our final webinar of the year. Secure your spot now!

The Road to 2024: Maximizing Your Budget for Maximum ROI
2023-12-19 04:00 - 05:00
As we close out 2023…inflation, budget constraints, and under-staffed planning teams are top of mind. How do you manage these competing priorities?
Join us for a webinar where we’ll dive into the best practices and strategies for saving on costs and streamlining your processes. No matter what type of event professional you are, this webinar is packed with valuable insights to help you succeed in 2024 and beyond.
You’ll learn how to:

Centralize visibility of all meetings and events to cut duplicative programs.
Strategically source venues and vendors to reduce expenses.
Use the digital medium, webinars, and virtual events to maximize ROI

Eliminate Retention Blind Spots: Tools to Help You Better Serve Customers
2023-12-14 17:00 - 18:00
Presented by
Danny Cruz, Calendly | Rachel Provan, Provan Success | Tyler McNally, Gainsight | Rich Messmer, Zapier

About this talk
Customer success teams have a dual role in building strong customer relationships and delivering high-volume support. According to a webinar survey, with all the time spent serving customers, 40% of respondents said proving their value is the main obstacle they face for retention. To keep and grow revenue, many teams are interested in learning how automation can help. Building an efficient, connected tech stack paves the way for a better customer journey — so renewal time has fewer surprises. Join customer success programs expert, Danny Cruz, and fellow Calendly integration partners to learn new ways to connect faster, better understand customer needs, prevent churn, and deliver the ultimate experience.

RYG Meetup: New York City
2023-12-14
Join ChurnZero and your Customer Success peers for a free networking happy hour and industry-focused panel discussion!
RYG Meetups (that’s the red, yellow, green of customer health) offer firsthand advice from Customer Success leaders on navigating strategic decisions and challenges, a healthy dose of CS camaraderie, and answers to the pressing questions you want to know but didn’t know who to ask.
Agenda:
Thursday, December 14, 2023

6:00 – 6:30 PM – Arrival & Happy Hour
6:30 – 7:30 PM – CS Group Discussion
7:30 – 8:00 PM – Continued Networking

Discussion Topics:

How can CS orgs/CSMs prepare and recover from the challenges of the 2023 economic downturn
Recruiting/retaining CS talent
How to Extend “Customer Success Thinking” to All Aspects of Your Business

Reserve your spot today!
#MeetAtRYG

MONETIZE CUSTOMER SUCCESS FOR PROFITABLE XAAS
2023-12-13 19:00 - 20:00
Recent TSIA surveys have unveiled a significant shift in the tech industry: most companies are now strategically monetizing Customer Success services, typically blending support, education, and adoption services. With 60% of these companies reporting profitable outcomes, a few critical questions arise: Is your business poised to leverage this strategic pivot effectively? Are you equipped to streamline your offerings, scaling them into more standardized, valuable packages? The facts are clear: transforming your approach to offering management could be the catalyst for a thriving XaaS business model.
So how is your company approaching this strategic inflection? Are you on a path to simplify your portfolio with more standard and scalable offers? How can transforming your approach to offer management accelerate your path to profitable XaaS business success?
During this 45-minute webinar, Hal Stanley, VP of Offering Management Research at TSIA and 30+ year tech industry veteran, will answer these questions and address critical topics such as:

The key trends in monetizing customer success from 2020 to 2023
How monetizing services can support your move to a profitable XaaS business model
How companies are converging value elements to create more complete offers with stronger offer/market fit

We’re looking forward to seeing you there!

Chef's Kiss: Digital Customer Success Recipes
2023-12-13 17:00 - 18:00
Learn from the experts in our Michelin-starred Digital Customer Success Master Class. DCS is like any good recipe; it’s a blend of ingredients combined with a human touch to create an incredible sensory experience!
Join us in the digital kitchen for this webinar series on the basics and beyond, and learn how to serve your strategy with a flourish!

3 Ways to Win Customer Loyalty Amid Uncertainty
2023-12-12 19:00 - 20:00
In today’s fiercely competitive business landscape, customer loyalty (and the increased revenue that comes with it) is the ultimate prize—but it’s not easy to win. Modern consumers have high expectations and won’t hesitate to switch brands if those expectations aren’t met.
To find out how CX leaders can remain competitive in this new landscape, we surveyed over 600 CX industry professionals and 1,000 consumers—ultimately discovering a roadmap for CX success amid uncertainty. Join CEO of Experience Investigators™ Jeannie Walters as she shares tips to implement the insights gleaned in our research.
Attend this webinar to discover:

Enhancing Customer Retention: Uncover effective tactics and best practices for nurturing enduring customer relationships and reducing churn.
Strengthening Employee Retention: Learn innovative approaches to cultivate a more customer-centric culture, boosting employee satisfaction in the process.
Crafting Actionable Strategies: Develop concrete steps to create memorable interactions, establish emotional connections and transform satisfied customers into devoted brand advocates.

Get ready to explore research-backed strategies to drive customer retention and loyalty.
Register now!

Women Leaders in CS - Leading CS in Hyper-growth Companies
2023-12-12 17:00 - 17:30
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.

December 11 Leadership Office Hours
2023-12-11 16:00 - 17:00
When
Thursday, December 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

The Ultimate Playbook to Engage and Retain Customers with Community
2023-12-07 17:00 - 18:00
Whether you know it or not, you’re a part of several communities, whether that be your child’s sports team, a group of fellow local employees, or a gym. Hear from Gainsight’s Chief Strategy Officer, Robin Van Lieshout, and Community Principal Program Manager, Kenneth Refsgaard, as they discuss how to leverage communities as a growth strategy.
You’ll learn:

How Customer Engagement is a leading indicator for Net Revenue Retention
Macroeconomic trends driving the rise of communities
The 10 laws of community building

Elevate experiences or lower costs? Yes!
2023-12-07 16:00 - 17:00
Presented by
Abhi Rele & Natasha Mayekar of ServiceNow

About this talk
In today’s environment, organizations are being forced to drive efficiencies, while differentiating to meet rising customer expectations and remain competitive. This leaves organizations wondering whether they need to pick between the two. The truth is you can do both. Join us for this webinar, Elevate experiences or lower costs? Yes!, to learn from ServiceNow experts about how to decrease your cost to serve and address customer needs efficiently – without compromising on either – by: – Automating and streamlining processes to solve customer issues faster  – Connecting people, processes, and data onto a single system of action – Educating organizations on ServiceNow through customer success stories   Watch this webinar now. Because delivering superior customer service and high-level efficiency shouldn’t be that hard.

Increase Event Revenue: Make Your Room Blocks Work for You
2023-12-07 04:00 - 05:00
Finding more ways to cover rising event costs and further monetize your programs sounds great, doesn’t it? We’re sharing practical tips for improving and making your room block management strategy more profitable!
During this webinar, you’ll learn how to:

Activate sponsorships and charge booking fees
Negotiate to receive rebates from hotels or CVBs
Use technology to set inventory alerts and promote shoulder nights

UNLOCKING THE FUTURE: AI-POWERED MANAGED SERVICES
2023-12-05 19:00 - 20:00
In today’s ever-evolving business landscape, Managed Services providers constantly seek innovative ways to deliver enhanced value to their clients. Artificial Intelligence (AI) has emerged as a transformative force, offering a multitude of capabilities that can revolutionize the way Managed Services operate.
Join TSIA’s George Humphrey, Vice President and Managing Director of Research, for an interactive 45-minute webinar where we’ll be addressing the profound impact of AI across three pivotal categories, namely Data-Driven Decision Making, Cost Reduction and Improved Efficiency, and Enhanced Customer Experiences. Additionally, this highly interactive session will touch on some of the most pressing topics the managed services industry is facing today, including:

Data-driven decision making leveraging data science analytics
Improved operational efficiency and cost reduction with machine learning and robotic process automation
Enhanced customer experiences supported by natural language processing and generative AI

We’re looking forward to seeing you there!

Opportunities for CS in a world full of change and AI
2023-12-05 14:00 - 15:00
Look around you, our SaaS universe is undergoing massive change. The last decade literally built CS as we know it today, and the next decade will see a change to virtually all that we have learned.

You feel it, your team does, and it’s showing from the questions you’re getting from your leadership team(s), investors and board.
Join our upcoming webinar on Tuesday 5th December, 2:00 PM GMT | 3:00 PM CET where we discuss some of the change that will be required from each and every Customer Success team, big and small.
What will you learn?

How to change your CS culture, and position your team as something that’s impactful to the company’s bottom line
Simple ways you can start making a change tomorrow, and how to correlate your activities to outcomes
Key skills of a ‘revenue leader’
Two ways AI will completely change Customer Success, and the way we work in the future (and help you out!)

Speakers:

Remco de Vries, Global VP, Gainsight
Rav Dhaliwal, Investor, Board Member, Venture & Limited Partner at Crane Ventures

We hope to see you there!

PULSE EUROPE
2023-11-15 - 2023-11-16
IMAGINE
Create A Plan For The Road Ahead.
Pulse is Europe’s biggest conference on customer success, product adoption, and community. It’s where professionals like you come to share, learn, network, and connect on what’s to come. Now more than ever, it’s time to imagine a future that’s durable, resilient, adaptable, and built to help our industry drive the efficiency it needs to succeed.
LOCATION
Now bringing the future to the heart of Europe.
You no longer have to cross the Channel to get the latest and greatest on customer success. Pulse Europe has moved from London to Amsterdam, Netherlands. That means more networking opportunities with more European customer success teams, more access to businesses across the continent, and more chances to commute by bicycle.
Ferry to the Future
Pulse Europe is thrilled to be moving to Passenger Terminal Amsterdam, a short trip from the city center.
We’ve partnered with a few nearby hotels to secure discounted attendee rates.

RYG Meetup: Austin
2023-11-14
Join ChurnZero and your Customer Success peers for a free networking happy hour and industry-focused panel discussion!
RYG Meetups (that’s the red, yellow, green of customer health) offer firsthand advice from Customer Success leaders on navigating strategic decisions and challenges, a healthy dose of CS camaraderie, and answers to the pressing questions you want to know but didn’t know who to ask.
Agenda:
Thursday, December 14, 2023

6:00 – 6:30 PM – Arrival & Happy Hour
6:30 – 7:30 PM – CS Group Discussion
7:30 – 8:00 PM – Continued Networking

Discussion Topics:

How can CS orgs/CSMs prepare and recover from the challenges of the 2023 economic downturn
Internal Escalation and the processes to empower your team with the right tools
Ways CS leaders can foster relationships with cross-functional teams

Reserve your spot today!
#MeetAtRYG

CS Leadership Conversations - Customer Success & Customer Communities
2023-10-26 17:00 - 18:00
WELCOME TO CUSTOMER SUCCESS LEADERSHIP CONVERSATIONS!In this series, our CEO and Customer Success expert author Rick Adams records an informal, thought-provoking conversation with a different leader from within the CS space. Each month we carefully select a different topic that relates to what’s happening in the world of Customer Success Management.Click the register button to attend the event live, and/or to receive a link to the recording post-event.

October 26 Leadership Office Hours
2023-10-26 16:00 - 17:00
When
Thursday, October 26
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

Women Leaders in CS - Goal-Driven Success: Quantifying Customer Outcomes
2023-10-25 17:00 - 17:30

DeepTarget Customer Success Webinar Series - 2023
2023-10-19 16:00 - 17:00
Each month, DeepTarget hosts a Customer Success Webinar filled with industry news, helpful tips, innovations, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month.
Each Webinar is unique and designed with you in mind. Learn how to grow your deposits, loans, revenue and customer loyalty through your DeepTarget platform.
Register Today!

PULSE ENCORE AUSTIN
2023-10-19
Everything you love about Pulse—in your city.
Join us at Pulse Encore in NYC and Austin for an intimate Pulse experience: insightful sessions, all-star keynotes, hands-on workshops and now, even more exclusive time with Customer Success leaders.
At Pulse Encore, you will:

Learn what’s working for others
Meet other CS professionals and grow your network
Find solutions to your specific challenges

Jump onboard for a day of insights, strategy, networking, and a post-event cocktail hour. Share ideas, strategize best practices, and build relationships all with one goal—actionable content to help you level up your digital strategy, customer experience and career.

What's next for CS? Essential insights from the 2023 Customer Success Leadership Study.
2023-10-18 19:00 - 20:00
How has the economy impacted customer success team operations, measurements, and goals? What do CS budgets and departments look like today? What is the ideal customer success tech stack?
The fourth annual 2023 Customer Success Leadership Study—brought to you by ChurnZero, ESG, SaaStr, and HubSpot— provides a definitive overview of the customer success landscape. The report features insights from more than 1,200 CS leaders around the world, making it our largest participant base to date.
Join leaders from SaaStr, HubSpot, and ChurnZero as they explore the top trends from this year’s study and give their take/analysis on where the industry is headed.
Top takeaways from this year’s report:

Organizational charters are shifting, CS team sizes and budget growth have stagnated as economic uncertainty slows progress
More then 3/4s of all CS teams are meeting face-to-face with customers
CS teams have embraced AI. If you are not using this tech, you are falling behind.

Customer Success Festival | Boston
2023-10-17 - 2023-10-18
What is 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. 🧠

Jess Galenski
Director of Customer Success, Apryse

Jess is focused on guiding and building superstar customer-centric teams. She has a proven track record of leading high-performing customer success teams, through implementing strategies and programs that have resulted in increased customer retention, expansion, and advocacy.

Santosh Sahoo
RVP Customer Success, Mulesoft

Santosh has a strong consulting/sales background in the entire spectrum of Digital. He has extensively worked in eCommerce, APIs, advanced analytics, mobile, social and cloud technologies.

Josh Buckley
Director Customer Success, Digital, VMware

Josh Buckley is the Director of Digital Customer Success at VMware. He has led VMware’s digital customer success strategies and programs servicing over 20,000 customers since 2020.
🎤 FULL SPEAKER LIST 🎤

Agenda highlights. 🔥

Unleash your full potential: maximizing customer value through advanced feature utilization
Elevate customer success with cross-functional strategic partnerships
Level up your CSMs: build and scale your team and retain the best talent
Shaping API & integration strategies: accelerating CS automation
Navigating customer success in a sales-led vs. product-led company
Customer experience in times of crisis: resilience, resolution & reputation management
Drive customer retention, renewals, and expansion to drive growth through an economic downturn

Silo Busting to Drive Profits and Growth
2023-10-16 - 2023-10-18
Why Attend TSIA World ENVISION?

Game-Changing Keynotes and
General Sessions
TSIA senior executives and invited industry luminaries present thought leadership on how to build unified organizations for cross-functional excellence, such as:

The Busting of the Silos
The Culture Equation: Shaping a Culture That Drives Results
100 C-Suites in 80 Days: Insights on the
Path to Profitable SaaS
The Future of Work will be Powered by AI
Future-Forward Farming: Technology Serving a Real Purpose
Stop the Silos – Disrupt Thyself
What Have We Learned? Takeaways from
TSIA World ENVISION

Breakouts on
Cross-Functional Excellence
Conference sessions at TSIA World ENVISION feature breakout sessions that present actionable advice for unifying organizations for growth and profit. Take advantage of sessions illuminating the following tracks:

Converge Delivery and Experience to Drive Efficiency
Lifecycle Approach to Data Science and AI
Orchestrate Revenue Generation and Retention
Unify Offering Management for Complete Offers
Cultural Transformation – The Missing Link for a Successful Transformation

TSIA Research Journeys
TSIA Research Journeys are our promise to answer the biggest challenges plaguing the tech industry today. Join us at TSIA World ENVISION where the The Year of Profitable SaaS Research Journey will come to life in an interactive session! These sessions will deliver validated, board-ready insights designed to help empower every tech company.
Learn More

Austin Customer Success & Sales Leaders: Masterclass Workshop
2023-10-12 20:00 - 23:00
​TL;DR 👉 watch this clip to learn about the “Hack-a-Future” event format: https://chatgpt.update.ai/innovation.
​This Austin theme will be around the 💒collaboration of Customer Success & Sales, and is a lightning version of our full-day innovation masterclass.
​The event is partnered with Totango.com

​
​SOME IMPORTANT NOTES:
​⚠️ This event is free admission courtesy of UpdateAI and Totango.
​⚠️ Due to overwhelming demand, this event is currently limited to CS & Sales team leaders and above. We will try to open the event to individual contributors at the earliest opportunity.
​Preliminary Agenda

​WHY ATTEND THIS WORKSHOP

​Collaborate with other CS and Sales leaders in the Austin community
​Identify key frictions around Customer Success & Sales Collaboration and together come up with product and process improvements.
​Executive networking with food and drinks.

​This masterclass workshop is powered by UpdateAI. Through generative AI fine-tuned for Customer Success, UpdateAI is bringing game-changing innovation to post-sales relationships. www.update.ai.

ARE YOUR CUSTOMERS EXPERIENCING THE BEST YOUR KNOWLEDGE HAS TO OFFER?
2023-10-12 19:00 - 20:00
Generative AI has fundamentally altered the way we think of knowledge and how we interact with it. The world of knowledge management has shifted from focusing on the precise retrieval of knowledge items to the generation of answers and solutions.
This shift is especially impactful on the teams whose main purpose is to answer questions and solve problems — service organizations. It’s no stretch to say that over the course of the past few months, the desire to enable this new experience for both customers and employees while reaping the benefits of experience and efficiency has overshadowed most other technological focus.
Yet Large Language Models (LLMs), the very technology powering this shift, are still flawed, essentially functioning as capable but careless writers. LLMs are trained to produce coherent text, but have no special regard for nuance or facts. So how can service organizations harness the power of LLMs to transform their knowledge experience without compromising on quality and security?
Join TSIA’s John Ragsdale and xFind’s Sariel Moshe for a 45-minute webinar covering key topics like:

How xFind enables service organizations to implement the ‘ChatGPT’ experience with their knowledge in a matter of days by enabling super precise retrieval technology
What’s needed to turn your service organization into a knowledge organization that allows AI to do much of the heavy lifting
The directions in which information retrieval and generative AI are evolving, and what to expect in the coming years

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Sariel Moshe
CPO, xFind

October 12 Leadership Office Hours
2023-10-12 16:00 - 17:00
When
Thursday, October 12
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
