Practical CSM Academy

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

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

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.

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

Women Leaders in CS - Customer Success + People Success = Business Success
2023-08-30 17:00 - 18:00
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.

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

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.

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.

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.

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.

Women Leaders in CS - Scaling Customer Success Through Community
2023-09-13 17:00 - 17:30

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

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.

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.

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.

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

Women Leaders in CS - Customer Success + Product = Success BFFs
2023-09-27 17:00 - 17:30

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

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.

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

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!

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!

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

From Reactive to Proactive: Findings From the 2023 EMEA Customer Success Index Report
2023-10-04 15:00 - 16:00
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.

Top 5 Reports to Optimize Remote Team Productivity and Performance
2023-10-05 19:00 - 20:00
Remote and hybrid work arrangements have become an integral part of modern work culture. However, the key challenge is how to effectively harness this flexibility to ensure your team thrives, while also driving peak performance for your organization.
Join us for this insightful webcast, where ActivTrak’s Productivity Lab will delve into the most impactful reports and dashboards for measuring and enhancing productivity in the remote workplace.
During this event, you will discover how to leverage these reports and dashboards to:

Measure and Boost Productivity: Harness industry benchmarks to gauge and enhance productivity, both at the team and individual levels.
Empower Coaching Conversations: Learn to drive constructive coaching dialogues that maximize efficiency within your remote teams.
Identify Signs of Disengagement: Quickly spot indicators of disengagement and burnout, proactively addressing issues before they escalate.
Optimize Work-Life Balance: Ensure that workloads are optimally distributed across your teams and individual team members.

Upgrade your Quarterly Business Reviews: use these 3 x 3 actions to maximize impact
2023-10-08 15:00 - 16:00
Uncover the latest tactics and best practices that top-performing businesses employ to achieve remarkable QBR outcomes. Whether you’re an executive, a team leader, or a professional looking to elevate your organization’s performance, this webinar will equip you with practical tools and insights to revolutionize your QBR approach.
Agenda

1. How to set an agenda that align with company goals and KPIs
2. Tips for tailoring QBRs to address specific customer needs and pain points
3. Strategies for integrating feedback from various teams into the QBR process
4. How to use analytics to measure progress and inform decision-making
5. Best practices for handling challenges constructively

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

Virtual Customer Success Festival 2023
2023-10-12
What is Virtual Customer Success Festival? 🤔
We’re putting the brightest minds in the world of customer success into one virtual room to share their success stories, best practices, and greatest challenges.
Harness the power of virtual events from the comfort of your own home, form genuine connections, and gain valuable insights to elevate both your professional development and your organization’s growth.

With curated discussion panels and actionable keynotes, return with a fresh perspective and new ideas.
Speaker list

Suyog Gandhi
Director, Customer Success at Salesforce

Suyog has a wealth of experience in building and scaling post-sales organizations, such as customer success, professional services, and support. He has a proven track record of success in building and leading teams from the ground up, as well as scaling them to maturity.

Ayman Husain
Director, Customer Success at 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 centre solutions. As an experienced leader, he manages the customer success, and cloud-born digital transformation journey for Microsoft customers, by leveraging Microsoft Azure, Office 365 and Dynamics 365.

Christopher Kocher
Regional Head of Customer Success at Financial Times

Christopher has over ten years of management experience with a record of achievement in launching new business initiatives, managing projects, and improving profitability. He has a proven ability to create a customer-driven experience emphasizing service excellence.
Agenda highlights
We’re covering topics including:

Beyond comfort: Navigating the art of pushing customers for success
The art of personalization: Elevating customer experiences with tailored journeys
Customer success is under attack for its existence: What’s next?
[Panel discussion] Navigating success: Advancing your career

And much more…

Hands-on Retention Management: how to improve NRR by focusing on the 20% that give 80% of the result
2023-10-12 15:00 - 16:00
In today’s fast-paced business landscape, customer retention has become more crucial than ever. Acquiring new customers can be challenging and expensive, making it imperative to maximize the value of your existing customer base. Join us as we explore the strategies, tactics, and best practices that can revolutionize the way you retain your customers.
Agenda

1. Understand the impact of customer retention on your business’s bottom line.
2. Discover effective customer segmentation strategies for personalized engagement.
3. Uncover the secrets of delivering exceptional customer service that sets you apart.
4. Learn how to transform customer feedback into actionable retention plans.
5. Gain valuable insights from real-life case studies of successful retention campaigns.
6. Implement practical tips to build a customer-centric culture within your organization.

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

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

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
