Practical CSM Academy

DeepTarget Customer Success Webinar Series - 2023
2023-10-19 16:00 - 17:00 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!

Women Leaders in CS - Goal-Driven Success: Quantifying Customer Outcomes
2023-10-25 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.

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

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.

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

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.

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!

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!

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

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.

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

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

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

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!

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!

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!

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

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.

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

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!

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

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

Virtual Customer Success Network
2024-01-02 17:00 - 18:00
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!

The Power of Composable Content
2024-01-17 16:00 - 19:00
Instead of getting bogged down by manual tasks, having intelligent features that automate tasks and visualization tools that enable teams to collaborate effortlessly is key.
If your company is looking to drive growth while moving away from monolithic tech, where do you start?
Shifting from a headless CMS to a composable content platform serves major business benefits including deeper extensibility and flexibility, making it easier than ever to build state-of-the-art experiences customers love. This is where content can be broken down into modular components and allow brands to create infinitely and reuse that content across multi-brands, use cases, channels, and regions – everything brands need to drive business momentum, right at their fingertips.
In this webinar, we will explore:

Composable content, a groundbreaking approach that focuses on designing reusable content across various formats from the start.
How composable content platforms, surpassing the capabilities of traditional headless CMS, empower both developers and non-technical users to collaborate seamlessly within the same platform.
How to move beyond the limitations of monolithic CMS by adopting headless CMS and composable content platforms.
How to craft content that dynamically adapts to diverse front-ends via APIs, enabling personalized customer experiences while ensuring message consistency and brand control.

CONTENT DEVELOPMENT PROCESSES AND PRACTICES
2024-01-17 19:00 - 20:00
Equipping the Content Development Function for Success
As companies move toward XaaS business models, Education Services content development functions are impacted in two fundamental ways. Firstly, because XaaS products are sold via subscription, product adoption is paramount. And since content consumption helps drive product adoption, content development organizations must be capable of producing fresh, new content regularly. Secondly, as product revisions are much more frequent for XaaS business models than for traditional models, content revisions are also much more frequent, resulting in a near-constant maintenance loop.
To solve these two content development challenges, TSIA’s Education Services research area is conducting a new Research Journey, Content Development: From AI to Z, covering three pillars related to content development: processes and practices, technology, and people. This webinar covers processes and practices, discussing findings from the recent Content Development Processes quick poll, including:

Defining “content” and the development process
Criteria used to prioritize development efforts
Adapting content development processes to support XaaS business models

Join Maria Manning-Chapman as she discusses how content development processes and practices can be refined to better meet the requirements imposed by a XaaS business model.
We’re looking forward to seeing you there!

Women in CS Power-Up Masterclasses
2024-01-18 14:00 - 15:00
Join us for a series of practical masterclasses hosted by Gainsight and Women in Customer Success!

New Year, New Strategies – Kickstart Your 2024 Digital Customer Education Program
2024-01-18 18:00 - 19:00
Digital Customer Education is a must-have strategy if you want to stay ahead of your competition in 2024.
Join us as we redefine customer education for the digital age in our New Year, New Strategies Bootcamp series designed to help you build a comprehensive and impactful digital education program.
From appointing a Customer Education leader and navigating the learning management system (LMS) market to creating awesome content and measuring the success of your program, each session is jam-packed with actionable insights, practical tips, and collaborative discussions you can apply to your strategy today.

Vanilla Webinar - Building a Complete Customer Community
2024-01-23 18:00 - 19:00
Wondering whether community can make a difference? Regardless of your department, a well-crafted community can have a positive impact on your org.
Join us as we bring in Deborara Seys and Diane Yuen to share the innovative community programs implemented at Alation. These programs have transformed their customer community into a vibrant, cross-functional asset.
What You’ll Learn

Key strategies to build a community in alignment with business goals
How to help every department engage in your community efforts
Real-world examples of successful initiatives from Alation

The 7 Deadly Sins of Customer Success
2024-01-24 17:00 - 18:00
Winning companies are most consistently (and cost-efficiently) growing through customer retention and expansion. But too many businesses are still committing the 7 Deadly Sins of Customer Success. Which sins are you committing? And what should you be doing instead? Catalyst’s COO Kevin Chiu will share what they are, why it’s time to throw them out, and how to shift to a customer-led growth strategy.

What You’ll Learn

The 7 sins + their risk to business growth
Learn more about each understandable (but fatal) Customer Success sin and why committing these outdated practices comes at a cost to the future of your business.

A better way to empower your business
Learn how to get unstuck from these dated practices and shift to a customer-led growth strategy that delivers on customer outcomes.

How a CGP improves visibility and execution
Learn why adopting a CGP helps teams shift to revenue-generating activities, consistently deliver value, and unify the entire GTM organization to drive recurring impact and revenue.

Mastering multithreading: Strategies for expanding customer relationships and revenue
2024-01-24 19:00 - 20:00
In a world where employee turnover can instantly jeopardize established connections, multithreading is a critical strategy for sustaining and growing customer engagement and revenue from clients.
Join us for an insightful session with Emilia D’Anzica from Growth Molecules™, as she delves into the art of multithreading in Customer Success. This webinar will explore innovative approaches to developing comprehensive customer relationship maps, which are key to unlocking expanded revenue opportunities.
Key takeaways:

Learn how to create diverse contact points within your customer accounts
Understand how to minimize churn risks when a key contact leaves one of your accounts
Gain insights into leveraging multithreaded relationships for identifying and capitalizing on revenue expansion opportunities
