Practical CSM Academy

From Reactive to Proactive: Findings From the 2023 EMEA Customer Success Index Report
2023-10-04 15:00 - 16:00 UTC
What we’ve learned this year is that Customer Success is at an inflection point. No more responding in real-time, but being strategic and proactive to customers.

Join our upcoming webinar on Wednesday, 4th October at 3:00 PM BST | 4:00 PM CET, where we unveil the groundbreaking insights and key findings from the highly anticipated 2023 EMEA Customer Success Index, conducted by Gainsight in partnership with Benchmarkit and The Customer Success Network.
Hear from Remco de Vries, Global VP, Gainsight and Ray Rike, Founder at Benchmarkit as they discuss:

The state of Customer Success in 2023, including the latest trends, benchmarks, and best practices.
The evolution of Digital Customer Success and its impact on driving customer satisfaction, retention, and revenue growth.
How leading organisations are leveraging Customer Success Operations to streamline processes and increase operational efficiency.

Don’t miss this opportunity to access exclusive insights that will empower you to enhance your Customer Success initiatives, drive exceptional customer experiences, and fuel sustainable business growth.

CSN Cafe London – The Customer Success Conversation
2023-10-04 14:00 - 15:00
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 ☕.
These Cafes provide a great opportunity to build connections in your professional network as well as establishing a central hub where people can share ideas and industry insights.
We encourage you to sign up early to guarantee your place.
Please order tickets only for yourself.
Your host,
Michelle Garnham
Founder of Ellacott Consulting and The Customer Success Conversation series

Chef's Kiss: Digital Customer Success Recipes
2023-10-04 01:00 - 02:00
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!

CMX Summit 2023: Shine
2023-10-04 - 2023-10-05
About this event

Calling ALL community builders:
Our mission at CMX is to advance the community industry and help professional community builders thrive. This year, our focus is on helping you and your community SHINE, and we’re excited to welcome you to two days of insightful conversations, dynamic presentations, and plenty of opportunities to connect with other community builders like you.
You’ll leave with the knowledge, skills, and connections needed to make your community shine like never before. So mark your calendar for October 4-5th, and let’s unlock your community’s full potential together!

OPTIMIZING PROJECT ECONOMICS: PRACTICAL ADVICE YOU CAN USE
2023-10-03 19:00 - 20:00
Managing project economics appropriately to achieve desired margin targets is a challenge all professional service organizations face. The complexities of measuring sold, to-date, and forecasted performance have never been easy to navigate, and in today’s volatile environment, they’ve only become more difficult. However, leveraging a strong technology platform and clearly defined and governed business processes can eliminate barriers to valuable insights.
Join TSIA’s John Ragsdale and Certinia’s Joe Thomas as they discuss how Clearsulting, a digital finance consulting firm, has faced this challenge head-on with Clearsulting’s CFO, Monica Englehardt, and Business Enablement Lead, Marshall King. They’ll be discussing practical perspectives on how companies can leverage data to proactively drive project success and exceed margin targets.
This session, sponsored by Certinia, will also cover strategies from fellow service practitioners who have seen project profitability optimized, project risks mitigated, and client satisfaction enhanced within their organization by making these changes.
We look forward to seeing you there!

Presented By:
Joe Thomas
Global Analytics Evangelist, Certinia
Monica Englehardt
CFO, Clearsulting
Marshall King
Business Enablement Lead, Clearsulting

DC CS & Sales Leaders: Masterclass Workshop
2023-10-03 16:30 - 23:30
TL;DR 👉 watch this clip to learn about the “Hack-a-Future” event format: https://chatgpt.update.ai/innovation.
​This workshop’s D.C. theme will be around the 💒collaboration of Customer Success & Sales, and is partnered with Totango.com

​
​SOME IMPORTANT NOTES:
​⚠️ We know 2023 has been a rough year. If you cannot afford this event please email josh@update.ai and we will give you a free ticket (courtesy of UpdateAI + 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 for the day:

​WHY ATTEND THIS WORKSHOP

​Collaborate with other CS and Sales leaders in the DMV community
​Learn how to run an innovation workshop to take back to your company/team. (See how Veronica Dasovich did this at Panther.)
​Identify key frictions around Customer Success & Sales Collaboration and together come up with product and process improvements.
​Pitch your ideas for fun prizes, judged by VCs.
​Full happy hour with drinks and food.

​The Hack-a-Future 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.

September 28 Leadership Office Hours
2023-09-28 16:00 - 17:00
Event Details
When
Thursday, September 28, 2023
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 - Customer Success + Product = Success BFFs
2023-09-27 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.
Attendance is FREE – just use the REGISTER options below to reserve your invitation to attend each event.

Totango Live!
2023-09-21 17:00 - 18:00
Welcome to Totango Live! 2023—our free flagship event showcasing the latest platform innovations, integrations, and industry leaders shaping the future of customer success.
Sept. 21, 2023 @ 9 AM PT | 12 PM ET

Innovation, leadership, and conversation shaping the next generation of customer success

Join us for the first Totango Live! event as we share new product innovations, integrations, and executive stories that will redefine the future of customer success:

Learn about the newest innovations and platform integrations to shape Totango’s composable platform and how they will help enterprises deliver faster time-to-value and drive outcomes.
Hear from leading executives about ways to move CS into the driver seat—shaping company strategy, goals and key initiatives—and position the company as a CS leader with customers.
Participate in a conversation with CXO leaders from across the industry on the latest, hottest, and most controversial CS topics; it’s bound to get spicy!
Speakers

Peter Armaly
VP of Customer Success
ESG
‍

Allie Irvin
Head of CS
Extreme Networks
‍

Erika Brookes
CMO
Higher Logic

Kristin Hayer
Founder & CEO
The Success League

Ravit Danino
SVP of Product
Totango

Alistair Rennie
CEO
Totango

Karen Budell
CMO
Totango

Chris Dishman
SVP Global CS
Totango

Dennis Reardon
CRO
Totango

Agenda

9:00-9:05 PST

Welcome
Dennis Reardon, CRO, Totango

9:05-9:20 PST

Executive keynote
Everything you need to know: new innovation, new research, new success stories.
Alistair Rennie, CEO, Totango
Karen Budell, CMO, Totango

9:20-9:40 PST

Totango innovation spotlight
Deep-dive on Totango’s latest innovations and composable platform integrations.
Ravit Danino, SVP of Product, Totango

9:40-9:55 PST

Driving customer outcomes with cross-functional business partners
How companies are driving business growth with a standout customer success program.
Allie Irvin, Head of CS, Extreme Networks

9:55-10:15 PST

CS hot takes
Conversation on the latest, most challenging, and most exciting topics facing the CS industry.
Erika Brookes, CMO, Higher Logic
Peter Armaly, VP of Customer Success, ESG
More speakers announced soon

10:15-10:25 PST

Open Q&A‍

10:25-10:30 PST

Close
Alistair Rennie, CEO, Totango

Success Plan Secrets: Five Overlooked Steps for More Customer Impact
2023-09-21 08:00 - 17:00
In today’s competitive business landscape, Customer Success is the driving force behind long-term growth and prosperity. Join us as we unveil the insider secrets to crafting effective success plans that nurture your customers, align with their objectives, and lead to higher impact and success.
Agenda
1. The foundation of an effective Success Plan
2. Best practices to uncover the customer’s goals and objectives
3. Strategies to monitor and measure the success
4. Common pitfalls and best practices for creating a Success Plan
5. Leveraging technology to streamline success plan management and progress tracking.

The webinar will be held in english and available on-demand at a later stage.

CS Leadership Skills - Effective Reporting
2023-09-21 08:00 - 17:00
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.

Secrets of Successful Intent Adoption: Insights from Customer Success Superstars
2023-09-19 17:00 - 18:00
About this talk
As buyer behavior continues to evolve at a fast pace, so must B2B marketing teams’ approach to implementing, executing, and optimizing new technology, like intent solutions. Now more than ever, revenue teams need data and insights to shape their go-to-market strategies but also need to overcome the challenges of change management. Join TechTarget’s Senior Vice President of Customer Success, Heather Turner, as she sits down with three of TechTarget’s own award-winning Customer Success leaders to share stories from the field about helping marketing teams onboard, adopt and optimize cross-functional strategies with intent data. You’ll learn tips, tricks and secrets of the trade based on first-hand experience with thousands of Customer scenarios.

September 14 Leadership Office Hours
2023-09-14 16:00 - 17:00
Event Details
When: Sep 14, 2023
Location: Register
When
Thursday, September 14
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 - Scaling Customer Success Through Community
2023-09-13 17:00 - 17:30

GGR Webinar - Creating a Commercial Mindset for the CSM
2023-09-11 16:00 - 17:00
Event Details
When: Sep 11, 2023
Location: Zoom
A commercial mindset for CSM is a great asset to have as part of your career path and role maturity. At the same time, there are a few steps to consider when moving out from the comfort zone of being a “Fire Fighter/ problem solver” to impact revenue and growth.
The audience will learn how to benchmark their commercials skillsets and subsequently, how to evolve them. In addition, the webinar will include trial-and-tested tips for CSM to step into the renewals and upsells territories. You will leave the class more confident about your next steps towards having commercial discussions and positively impacting growth.

CS Leadership Skills - Solving The Real Problems
2023-09-06 17:00 - 18:00
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.

How to Market and Sell to Customer Success Leaders
2023-09-06 17:00 - 17:30
(For Go-to-Market and Revenue Teams at Customer Success Software Startups, Scaleups, and Small Businesses)
The way that customer success leaders research and make purchase decisions has changed. Some of the biggest names in the tech industry have figured this out. And they are shouting it from the rooftops:
Gartner found that 83% of a typical B2B purchase decision — researching, comparing options, and evaluating pricing — happens before a potential buyer engages with a vendor.
McKinsey discovered that 70% to 80% of B2B decision-makers now prefer to make decisions digitally.
And LinkedIn, partnering with Edelman, concluded that “thought leadership remains critical to customer engagement, but breaking through the noise is harder than ever.”
However, most customer success software providers — especially startups, scaleups, and small businesses — are completely unprepared to confront this once-in-a-generation change in purchasing behavior — that’s approaching at jet speed whether your company is prepared or not.
And that’s why we’re hosting this webinar: to help you and your team upskill and stay relevant to how customer success leaders want to buy customer success software.
When you register for How to Market and Sell to Customer Success Leaders, you’ll learn how to:
Integrate your sales process into the daily routines of customer success leaders
Quantify the total addressable market for different roles within and adjacent to customer success
Size up how your customer success software fits in with customer success leaders’ biggest challenges, growth trends, industry opportunities, and technology gaps
Adapt your sales process to support customer success leaders’ buying process
Jumpstart your go-to-market to achieve more sustainable product-market fit and go-to-market fit
And much more!
This webinar is especially crucial for founders, marketers, and sales professionals at customer success software (SaaS/software as a service) startups, scaleups, and small businesses — especially within account management, customer accounts, customer communications, customer engagement, customer health, customer experience management, customer relationship management (CRM), customer service, customer success management, enterprise feedback management (EFM), help desk, onboarding, opportunity management, renewals, and service management.

How to overcome Adoption Barriers to Retain Your Customers
2023-08-31 17:00 - 18:00
During this 30 minute session, we’ll focus on 3 key areas:
#1: How you can increase product usage with better discovery calls
#2: Why you should not keep hosting the same product demos to kickstart your customers journey (and what to try instead!)
#3: You’ll be shocked when I show you how you can 2X your Customer Engagement using a simple tactic.

August 31 Leadership Office Hours
2023-08-31 16:00 - 17:00
When
Thursday, August 31
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 - Customer Success + People Success = Business Success
2023-08-30 17:00 - 18:00

GGR Live: Denver | Scaled Customer Success
2023-08-30 15:00 - 16:30
It’s Time to Shake Up Success
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 Denver to connect, share, and network with one another.
Union Station
Aug 29, 2023
6:00pm – 8:00pm

Shoutout to our Supporters:

Higher Logic Vanilla exists to connect B2B technology brands to their customers that enhance the customer experience.
Planhat is a horizontally built, modern customer platform where organizations manage and grow their customers.

We’re looking to hit this just right, so here’s our flow for the evening:

15 minutes for a welcome reception – let’s give you an opportunity to get settled in the space
45 minutes of open networking – find an opportunity to expand your network with your fellow local leaders and cut down on 6-degrees-of-separation
60 minutes for a group workshop – meet peers with similar goals, and exchange ideas on how you’re planning to scale in 2023

CS Leadership Conversations - AI: Increased Productivity, or Cause of Redundancies?
2023-08-24 17:00 - 18:00
The August edition of the “Customer Success Leadership Conversations” series features Jason Noble, VP Global Customer Success at Vinli, as the guest speaker. In this live webinar, Noble will examine the impact of AI on customer success roles and responsibilities, including whether it will lead to increased employee productivity or employee redundancies. Customer success leaders, executives, and practitioners who are interested in understanding the role of AI in the customer success landscape and its potential impact on their organizations will find this webinar beneficial.

TECHNOLOGY SUMMIT: BUILDING THE ULTIMATE CUSTOMER PORTAL
2023-08-24 17:00 - 18:00
Join us August 24, 2023
9:00 AM PT / 12:00 PM ET
With the cost of a support incident averaging over $250, it is no surprise that tech companies continue to invest in self-service capabilities to deflect more assisted-support interactions. But customer portals are about more than just support: in a XaaS and freemium product world, the entire customer lifecycle can take place online, via self-service. In this Tech Summit, TSIA’s John Ragsdale will interview a panel of thought leaders on innovative tools and emerging best practices to create the ultimate customer portal. Discussion topics will include:

Self-service success and deflection, and how pacesetters are hitting 80%+ success rates
The role of online communities in driving land, adopt, expand, and renew
Subscription learning content; automated and personalized onboarding
Automating the quote-to-cash cycle for products and services, even for complex technology
Scaling customer success with online renewals
Tips on designing an end-to-end customer experience in a single portal

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA

DeepTarget Customer Success Webinar - August 2023
2023-08-17 19:00 - 20:00
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!

August 17 Leadership Office Hours
2023-08-17 16:00 - 17:00
When
Thursday, August 17
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 | Boston
2023-08-17 - 2023-08-18
🗓 Date: October 17 & 18, 2023
📍 Location: Boston
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.
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

The Practical CSM Framework - Phase 7: Engagement Evaluation
2023-08-16 17:00 - 18:00
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 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 EvaluationAttendance is FREE – just use the REGISTER options below to reserve your invitation to attend each event.
Thanks to The Customer Success Association for publicizing these events.

OPTIMIZE RENEWAL PERFORMANCE WITH THE CHANNEL
2023-08-09 19:00 - 20:00
Join us August 9, 2023
11:00 AM PT / 2:00 PM ET
Renewals are often the largest source of revenue for SaaS companies, and there is clear evidence that the channel can positively impact financial performance. However, many companies struggle to deploy business practices that promote achievement of high renewal rate performance with their channel partners.
Join TSIA’s Jared Raftery, Director, Revenue Research & Advisory, and Jack Johnson, VP, Customer Growth and Renewal Research, for an interactive Research Journey webinar where they’ll explore best practices organizations like yours must deploy to drive renewal and expansion performance with channel partners. They will address several key points that will arise on your journey:

Key processes and policies that promote efficient renewal processing with channel partners.
Engagement models for optimizing growth and accountability through channel partners.
Critical metrics and KPIs that monitor partner performance.

Beyond Support: How Online Communities Drive Customer Success
2023-08-09 18:00 - 19:00
On one hand, there’s delighting your customers and on the other, there’s growing your revenue. And achieving both in one masterstroke is what many modern brands are focussing on in this highly competitive landscape.
Online communities have emerged as the new ‘gold standard’ for brands to improve customer experience and win their loyalty. A thriving community brings about numerous advantages for businesses. As customers engage and connect within the community, their loyalty to your company grows stronger. Additionally, through sharing best practices for using your product, they foster closer relationships with one another.
So join us for an exclusive webinar where leading community experts will share their take on how brands can harness the power of communities to make their customers successful.
Here’s what our experts will touch base on:
– Online communities + customer success: what’s the catch?
– Building connections with community members
– Hitting the CX bull’s eye with a long-term retention strategy
– The game plan for improved community conversations at every touchpoint
– Making your products successful with community feedback
– Identifying user challenges with effective moderation
Speakers:
– Omaïma El Kabili-Global Customer Engagement Leader, Schneider Electric
– Brian Oblinger-Chief Community Officer, Strategic Consultant
– Varun Luthra-Country Manager, ANZ Region, Grazitti Interactive

Put the Login Box to Work: Increase Subscriber Acquisition and Retention
2023-08-03 19:00 - 20:00
Can you increase your subscribers with a login screen? Yep.
—Live on Thursday, August 3 at 11am PT / 2pm ET—
We all know how frustrating passwords can be—remembering them, recovering them, not to mention meeting complex requirements. Now imagine how your subscribers feel when they encounter these same pain points on your apps. It’s time for a more modern approach to identity, starting with the login box. By making this a more secure and delightful user experience, you’ll attract more subscribers and inspire consumer loyalty that lasts.
Join Cindy Brummer, Senior UX Researcher at Standard Beagle Studio, as she digs deeper, discussing how marketing and digital teams can use customer identity to improve subscriber acquisition, retention, loyalty and revenue.
You’ll learn why 37% of brands are actively evaluating or testing eliminating passwords, and 57% say they’ve seen an improved user experience, according to recent ESG research. You’ll also find out the latest in effective customer identity strategies: social logins, progressive profiling, personalization without cookies and protecting against attacks and fraud without sacrificing the user experience
Here’s more of what you’ll learn from our expert:

Understand how Customer Identity done right can increase revenue through higher acquisition and retention rates
Discover how to put the login box to work for marketing and product teams by significantly streamlining the signup process
Learn why it’s important to build delightful, trusted interactions by utilizing functionality like progressive profiling
