Practical CSM Academy

The Practical CSM Framework - Phase 7: Engagement Evaluation
2023-08-16 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 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

August 3 Leadership Office Hours
2023-08-03 16:00 - 17:00
When
Thursday, August 3
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

SALES AND CUSTOMER SUCCESS: PARTNERING TO PROTECT AND GROW YOUR CUSTOMER BASE
2023-08-02 19:00 - 20:00
Join us August 2, 2023
11:00 AM PT / 2:00 PM ET
CROs, CCOs and other top executives know how important it is to keep and grow your existing customers, especially when economic headwinds make finding new customers difficult. But how do you orchestrate the relationship between your sales team and your customer success organization to optimize for growth? What role should sales play, and how much of the revenue burden can be handled by Customer Success? Continue on TSIA’s Research Journey, Protecting and Growing Your Customer Base, as we explore important questions such as:

Who “owns” the customer?
What are other companies doing, and what are the current industry trends?
When can Customer Success handle a renewal, and when do we need a salesperson?
Should we have renewal specialists, and where should they report?
How can my company optimize our Sales and Customer Success relationship to optimize growth and renewal?

This 45-minute session will give you some new insights and perspectives on how Sales and Customer Success can work together to drive growth in an efficient, cost effective way.

CS Leadership Skills - Radical Creativity
2023-08-02 17:00 - 18:00
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.
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.

THE EMPLOYEE BURNOUT CONNECTION: HOW IS YOUR CSAT SCORE BEING IMPACTED?
2023-07-27 19:00 - 20:00
Consultant burnout in the services economy happens for a multitude of reasons — under- or over-utilization, low morale, inefficient business processes, or lack of skills and development opportunities. But the fact is that skills tracking and development isn’t only a burnout issue within your professional services ranks, it impacts customer satisfaction as well—do you know how many customers you could be losing due to employee burnout?
In April of 2023, Certinia deployed a market research survey to get a glimpse into how economic uncertainty is impacting resourcing and employee satisfaction. Two leading themes that emerged as burnout triggers were unfair allocation and not getting to work on projects of interest. In fact, 52% of consultants surveyed reported that at least one of these two themes caused dissatisfaction in their jobs.
Join us as we dive into the impact of burnout on customer satisfaction; what can be done to prevent these situations; and strategies to improve morale, talent retention and customer retention.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Lindy Thompson
Product Marketer, Certinia

Webinar: The Evolution of Customer Success through Growth
2023-07-27 18:00 - 19:00
In this webinar, you’ll learn from a proven operator who’s actually done it.
We’ll cover how to; plan, scale, and hire for a CS function that not only supports your company’s growth but also helps fuel and accelerate it!

Health Scoring in the Modern Age
2023-07-27 14:00 - 15:00
Is your Customer Health Scorecard meaningful? Is it actually used to predict churn/renewal? Do your CSM use those measures to prioritise their account load?

Join our upcoming webinar on Thursday 27th July with Remco de Vries, Global VP at Gainsight and guest host Sofia Marrero, Head of CS, Sastrify as they discuss:

Health scoring best practices that may need to be refreshed
Utilising these scores to proactively and predictably assess customer needs
Measure the efficacy against customer behaviours

We hope to see you there!

How Personalization & Privacy Build Long-Term Profitable Customers
2023-07-26 19:00 - 20:00
Leveraging the double-edge sword of customer data and not getting cut
—Live on Wednesday, July 26 at 11am PT / 2pm ET—
The death of the third party cookie is forcing companies to rethink digital marketing targeting and attribution. At the same time AI buyer bot technology is in development and coming in the next 3 years changing marketing forever. If managed correctly companies can kill two birds with one stone.
This session will cover the evolution of the third party cookie, best practices 1st, 2nd, and third party cookie solutions, and what companies need to do to prepare for the AI future. Key topics will include ID resolution, the integrated MarTech/AdTech Stack, Personalization & Privacy, and CX that helps companies grow more quickly.
We will discuss:

The key components, technologies, & dynamics of future personalization
Privacy & Personalization requirements companies must enable and support
Understanding important data requirements for AI being built today

TECHNOLOGY INDUSTRY QUARTERLY REVIEW Q2 2023
2023-07-26 19:00 - 20:00
TSIA tracks an index of fifty of the largest, publicly traded, global providers of technology services named The Technology and Services 50. TSIA also tracks an index of forty of the largest born in the cloud companies named the TSIA Cloud 40.
Join Thomas Lah, TSIA’s Executive Director and Executive Vice President, for this 1-hour webinar as he analyzes how technology companies are navigating the current economic environment.
Key insights from this quarter’s webinar will include:

The financial direction of cloud-based business models.
Soft or hard landing for tech companies in the second half of this year?

Analysis on what factors are driving PROFITABLE tech business models:

What company types are doing the best and which ones are suffering.
Overview of key industry trends TSIA is researching the second half of 2023.

With uncertainty so high and visibility so low, this is a must-attend webinar for tech professionals. And who knows, you might get your question answered during the Q&A session at the end.

Presented By:
Thomas Lah
Executive Director and Executive VP, TSIA

Exec Roundtable: Drive Customer Revenue Through Engagement
2023-07-26 18:30 - 19:30
Daniel Silverstein leads a 100+ post-sales team at Carta, and his secret to scaling and growing customer revenue has been orchestrating the customer lifecycle to drive engagement. Ask his team and they’ll tell you one of Daniel’s favorite sayings: “Revenue is the result of engagement, not the purpose of it.”
In this exclusive event, you’ll hear from him and share and learn from other leaders about how to segment your customers, when to best reach out to them, and how to talk + engage with them to drive customer growth.

July 26, 2023
1:30–2:30 pm ET

Gainsight & Northpass: Pairing Customer Success With Customer Education
2023-07-26 18:00 - 19:00
Gainsight acquires leading customer education platform Northpass

Customer Success is an ongoing journey, and that includes customer education.
Northpass is the leading customer education platform that helps companies create engaging and effective digital customer education programs.
Gainsight’s acquisition of Northpass allows businesses to leverage the only end-to-end Digital Customer Success (DCS) platform in the market.
Hear from Gainsight CEO Nick Mehta and Northpass CEO Steve Cornwell as they discuss:

Increasing retention rates via on-demand learning experiences
Integrate embedded learning to boost engagement
How to scale customer learning and NPS at scale

Women Leaders in CS - Recruiting & Retaining Diverse CS Talent
2023-07-26 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.

{Customer Success Story} Early eSigner Adopter Switches to Certinal: One We
2023-07-25 19:00 - 20:00
Discover how this switch paved the way for a future of innovation, empowering the organization to achieve new heights of efficiency and productivity. Gain valuable insights and firsthand experiences that will inspire you to explore the transformative potential of Certinal for your own business.
Key Takeaways:
Accelerated Migration: Learn how the early eSigner adopter effortlessly migrated to Certinal in just one week, minimizing disruption and maximizing operational efficiency. Gain valuable tips and strategies for streamlining your own migration process.
Cost Savings: Discover how the switch to Certinal resulted in significant cost savings for the customer. Explore the financial benefits of adopting Certinal, such as reduced paperwork, streamlined workflows, and improved resource allocation
Future-proof Innovation: Explore how Certinal enabled the customer to unlock a world of innovation and digital transformation. Discover the cutting-edge features and capabilities that Certinal offers, paving the way for improved collaboration, enhanced security, increased productivity, and long-term success.
Real-world Success: Hear firsthand accounts from the customer as they share their journey, challenges faced, and the remarkable outcomes achieved with Certinal. Gain practical insights and best practices that you can apply to your own organization’s digital transformation initiatives.
Don’t miss this opportunity to be inspired by a remarkable customer success story of ABT Associates, discover the cost-saving potential of Certinal, and embark on a path to a future of innovation. Join us for this informative webinar and revolutionize your business

Streamlining customer education with the ChurnZero and Northpass integration
2023-07-25 19:00 - 19:30
Join us for a 20-minute webinar where we’ll showcase how the integration between ChurnZero and leading LMS platform, Northpass, can revolutionize your customer education program.
Learn how to manage, automate, and scale your education initiatives to drive success throughout the customer’s journey. Discover how Northpass’ robust learning management system, seamlessly integrated with ChurnZero, empowers you to deliver engaging training content, track progress, and customize learning paths.
In this webinar, you’ll learn:

Critical points in the customer journey to utilize training
The ROI of digital customer education
Advantages of ChurnZero + Northpass

Maximizing Value with PPM Pro: PPM Pro to AgilePlace
2023-07-25 16:00 - 17:00
We are continuing the rollout of our new Planview PPM Pro webinar Series entitled ‘Maximizing Value from PPM Pro’ that will focus on helping you increase the value you are receiving from the Planview PPM Pro product and Planview’s broader platform for connected work. This is a monthly series spotlighting key value areas and will provide you the opportunity to continuously learn how to take advantage of the many great features in the product and Planview’s platform.

The next webinar, ‘Maximizing Value with PPM Pro: PPM Pro to AgilePlace’ will take place on Tuesday, July 25th at 10am CT. This session is intended to inform, educate and demonstrate how you can utilize PPM Pro for project planning phases and AgilePlace for the execution phases. Key to successful agile/project management is using the right tools for the right job, in order to bring the most value back to your organization.

In this webinar you’ll learn about:
• Common Challenges in Integrating PPM Pro with AP
• How to setup the integration on both the PPM Pro and AP products
• Key Takeaways

Who should attend? This webinar is intended for Administrators and reporting experts who want to fully customize PPM Pro.
Everyone who registers for the webinar will be sent the recording even if you can’t attend.

Customer Journey Mapping Reboot: Reducing Effort and Decreasing Churn
2023-07-24 19:00 - 20:00
If you’re curious about what really drives customer loyalty in 2023, here’s a hint:
It’s not about “surprising and delighting.”
—Live on Monday, July 24 at 11am PT / 2pm ET—
Are you curious about what really drives customer loyalty in 2023? Here’s a hint: It’s not about “surprising and delighting.” In today’s uncertain macroeconomic landscape, customer experience (CX) professionals must identify new approaches to driving loyalty and minimizing churn.
Join Matt Dixon, author of “The Effortless Experience,” and Marci Kirkpatrick, Director of CX Programs at SurveyMonkey by Momentive, to learn how to audit your customer journey map to mitigate common causes of disloyalty.
Register to learn:

Why providing frictionless customer experiences that minimize effort and boost retention is paramount in 2023
How to target areas in your customer journey map to reduce effort and improve engagement
Tips to eliminate friction, improve loyalty, and ultimately increase revenue

Don’t miss this opportunity to learn from one of the world’s leading customer experience experts! RSVP today to secure your spot.

Introducing Partner Data in Adobe Real-Time CDP, Featuring Experian
2023-07-20 19:00 - 20:00
Unlocking hidden opportunities: harnessing Experian’s partner data in Adobe Real-Time CDP
—Live on Thursday, July 20 at 11am PT / 2pm ET—
Adobe Real-Time CDP serves as a single system for data management across the customer lifecycle – customers can grow and retain existing customer relationships and also use Real-Time CDP to acquire new customers.
With the introduction of partner data, customers can work with data providers of their choosing – such as Experian – to find new customers and enrich existing customer profiles. This new capability super charges upper-funnel use cases, enabling brands to serve relevant personalization at every step in the customer journey from anonymous engagement to known customer.
In this webinar, we will discuss:

How Real-Time CDP powers acquisition use cases with partner data
How Experian data sets add unique value to customer use cases
How this works in practice; we’ll walk through the product workflow to bring this to life

Leadership Office Hours
2023-07-20 16:00 - 17:00
When
Thursday, July 20
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 IMPACT OF ARTIFICIAL INTELLIGENCE ON TECHNOLOGY PROFESSIONAL SERVICES
2023-07-19 19:00 - 20:00
There are signs that artificial intelligence (AI) is well on the way to revolutionizing the way many businesses operate, and the technology professional services industry is no exception. As AI continues to evolve and transform various sectors, it’s become crucial for the PS community to understand its impact on their field.
Join Bo DiMuccio, Distinguished VP of PS Research and Advisory and Dave Young, Senior Director of PS Research and Advisory, for a preliminary overview of the influence of AI on technology professional services, exploring its benefits, challenges, and future implications, including:

A taxonomy of AI and related concepts
Augmented decision-making
Automation and efficiency
Enhanced client experience
Ethical considerations and challenges
Future trends and opportunities

The core of the findings presented in this webinar are drawn from a recent survey motion conducted within the TSIA community, meaning you’ll be seeing the data fresh off the presses! Whether you’re a technology professional, consultant, or business leader, this webinar is your gateway to understanding the profound impact of AI on technology professional services, and stay ahead of the curve in this transformative era of artificial intelligence.

Presented By:
Bo Di Muccio, Ph.D.
Distinguished VP, Professional Services Research, TSIA
Dave Young
Senior Director, Professional Services Research, TSIA

Scaling Customer Success: Digital strategies, ChatGPT, and personalized experiences
2023-07-19 19:00 - 20:00
Wednesday, July 19, 2:00 – 3:00 PM EDT
Struggling to scale your Customer Success organization? In this interactive session, Lynn Tsoflias will cover how to scale a Customer Success organization by implementing a digital strategy and improving team productivity. Attendees will gain valuable insights and practical tips on using digital strategies that reduce the cost to serve, driving desired outcomes, and improving team productivity.
Key takeaways:

Leverage ChatGPT to boost productivity and efficiency, both for yourself and your teams. See how ChatGPT can help you proactively engage with customers, create onboarding and renewal processes, and analyze data – saving you and your team hours, even days of time
Deliver personalized experiences at scale through automation and one-to-many communications, and leverage a Community to drive customer engagement
Harness the power of digital tools to advance your Customer Success initiatives and empower your team to work smarter, deliver value at scale, and drive customer satisfaction

By the end of this session, you will leave equipped with actionable strategies to optimize your Customer Success organization, leverage ChatGPT and digital tools that enhance you and your team’s productivity as well as improve the customer experience.
Speaker: Lynn Tsoflias, CEO, CustomerGuru

Strategy consultant to CEOs, CCOs, CROs, and VPs of CS
Operating advisor of PE-backed portfolio companies
Former Microsoft and startup executive

Unleashing the Power of Empathy, Gratitude, and Human Connection in Customer Marketing
2023-07-18 22:00 - 23:00
Our Guest Speaker:

Chris Schembra
Wall Street Journal Bestselling Author and Founder
7:47
Ari Hoffman
VP, Customer Marketing and Advocacy
Influitive

Date: July 18, 2023 at 2:00 PM ET/11:00 AM PT
Duration: 60 minutes

Session Overview
Join us for a special webinar that will go beyond the usual tactics and strategies of customer marketing, and explore the power of empathy, gratitude, and human connection in building strong customer relationships.
Through research-backed insights, real-life examples, and practical tips, we’ll cover:

The importance of being present and connecting with your customers on a deeper level
How investing in your team’s well-being and engagement translates into exceptional customer care
The power of emotional connections and how they drive customer loyalty, referrals, and premium brand perception
Communicating gratitude in a way that resonates with your customers, creating stronger bonds and lasting impressions
The transformative effect of connecting your customers, fostering a sense of belonging, and building a network of advocates

By shifting the spotlight onto your team, your customers, and yourself, you’ll discover the immense value that lies in building genuine connections and fostering a customer-centric mindset.

CUSTOMER EFFORT – REMOVING FRICTION POINTS IN YOUR END-TO-END SUPPORT PROCESS
2023-07-12 19:00 - 20:00
At TSIA, we continue to be surprised by the lack of support organizations that utilize a Customer Effort Score survey to identify and eliminate areas of friction in the end-to-end support process. In fact, just over 50% of the industry has adopted the CES survey best practice.
In this 45-minute webinar, we will share best practices for deploying your CES survey and discuss common areas of conflict within the end-to-end support process that can benefit from CES survey feedback.
If you’ve heard from your customers that your support process is difficult, but aren’t quite sure how or where to begin, then this webinar is for you.

Presented By:
Dave Baca
Director, Support Services Research, TSIA
Sara Johnson
Director, Support Services Research, TSIA

Finding Your Flavor: The Path to Personalization
2023-07-12 18:00 - 19:00
Gourmet cooking is all about mixing together unique ingredients in an interesting way and also presenting it in an interesting way that catches the eye. Just like any award-winning chef, you have to create recipes that are unique to you. Join Gainsight’s Master Chefs to learn how personalizing Digital CS programs helps your users reach individual product value through digital journeys aligned to their unique needs and objectives. You’ll take away key data points to leverage in digital motions, including how to segment users effectively to compliment human touchpoints.

How to accelerate digital journeys with data-driven personalization
Where to start with personalizing digital programs aligned to CSM activities
How to assess impact of your personalized programs, and how to iterate

Speakers:

Tyler McNally
Vice President of Customer Experience and Operations at Gainsight

Tori Jeffcoat
Senior Product Marketing Manager at Gainsight

Lane Holt
Director of CX, Scale at Gainsight

EDUCATION SERVICES TECHNOLOGY REVIEW
2023-07-06 19:00 - 20:00
Is your customer education organization under-leveraging technology for content development, operations, credentialing, and sales and marketing? With ChatGPT and all things generative AI on the rise, customer education organizations need to leverage the results of TSIA’s Education Services Technology Stack Survey now more than ever. Please join Maria Manning-Chapman, Distinguished VP, Education Services Research, and Lawrence Kaye, Director, Education Services Research, to discuss: :

The tools and technologies education services organizations are investing in.
Popular tools and technologies being used today.
Overall industry satisfaction with these tools & technologies.

In a world where everything needs to be done faster, better, and cheaper, it often seems that successfully implementing technology is the only way to accomplish all three. This session is certain to be informative for customer education organizations looking to implement technology, pinpointing where their investment may have the highest overall impact.

Presented By:
Maria Manning-Chapman
Distinguished VP, Education Services Research, TSIA
Lawrence Kaye
Director, Education Services Research, TSIA

Leadership Office Hours
2023-07-06 17:00 - 18:00
When
Thursday, July 6
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

CSN Cafe London – The Customer Success Conversation
2023-07-05 14:00 - 15:00
An informal catch-up for Customer Success Professionals of all levels to meet online and share experience & knowledge.

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
This event is brought to you by members of Customer Success Network. Join our workplace community or learn more about us here.

4 STRATEGIES TO AUTOMATE YOUR INDEPENDENT CONTRACTOR MANAGEMENT
2023-06-29 19:00 - 20:00
According to a recent MIT study, 74% of managers agree that effective management of independent contractors (freelancers, 1099s) is critical to their organization’s success. However, only 30% are prepared to manage a workforce that will continue to rely more on independent workers. As younger generations enter the workforce, and are increasingly turning to the gig economy for work, it’s critical that technology firms become more agile to better leverage contract workers in future workforce strategies—particularly for service delivery.
Organizations utilizing independent workers today, or planning to in the future, should join us for this webinar to gain essential insights on how to enhance your onboarding and vetting, job management, payments, and more! We’ll also be discussing how automation and implementing the right technology can help your organization efficiently overcome talent challenges, improve compliance and tracking, offer faster and more flexible payment options, and better identify and deploy workers.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Gordon Walsh
Enterprise Account Executive, WorkMarket, an ADP Company
