Practical CSM Academy

The Ultimate Playbook to Engage and Retain Customers with Community
2023-12-07 17:00 - 18:00 UTC
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
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.

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

THE LARGEST INDEPENDENT CUSTOMER SUCCESS EVENT
2024-01-25
MEET THE EUROPEAN CUSTOMER SUCCESS COMMUNITYAND BUILD TOGETHER THE FUTURE OF CS!

The Customer Conference is the leading international Independent Customer Success Event for tech companies that bring together Customer Success practitioners, experts, leaders, evangelists, and activists as well as SaaS savvy folks to meet, make connections, and share the vision of the Customer Success Innovation Future.

WHY YOU SHOULD ATTEND?

TCC EUROPE puts the spotlight on the shifting of Customer Success in the UK and Europe. The goal is to make this the most impactful meeting of the year that discusses what’s coming next and where the industry is headed
The event will focus on networking and discussions to help the industry understand what needs to be done for the industry success!
The event is tailored for CCOs, CS Leaders, and their teams! TCC EUROPE 2024 features 3 simultaneous tracks of content.
This day of actionable content and training is the perfect opportunity to network with the UK & the European CS community in one of the greatest cities on Earth!

RYG Meetup: San Francisco
2024-01-25
Join ChurnZero, Demandbase, and your Customer Success peers for a free networking happy hour and industry-focused panel discussion!
RYG Meetups (that’s the red, yellow, and 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.

Discussion Topics:

Skills to help you expand revenue from your existing customers
Best practices around working with AEs or Account Managers in a Sales organization
What’s on the mind of your CRO these days and why your work matter to them

January 25 CS Leadership Office Hours
2024-01-25 18:00 - 19:00
Join us on Thursday at 1pm ET, January 25, 2024
This series is meant for those in Customer Success Leadership positions who are building and scaling at programs at their companies.
Whether you have done this before or find yourself in a new position – we all have something to learn from each other. This series is meant for you; no experts, no panels, no fluff – just pure connection with your colleagues.
So come to expand your network and leave with one new idea to implement at your company.
Don’t just take it from us, here’s a few quotes from members who have joined:

“This is the best hour that I spend each week. I am never disappointed to come to these sessions; frankly I wish they were more frequent.”

“I look forward to these sessions – I’ve built a great group of leaders who I can rely on. And the best part is I’ve taken away several ideas to implement – helps me drive value to my team.”

Come join us, the door is open!

Prepare for Emerging Threats in 2024: Strategies for Enabling Business Continuity
2024-01-30 16:00 - 17:00
Join Everbridge Chief Product Officer, Bryan Barney, and guest speaker Principal Forrester Analyst, Brian Wrozek, for an engaging discussion on how organizations can prepare for 2024, digital & physical threats to watch out for, and proactive strategies to ensure business continuity.

Further, hear insights from Brian Wrozek such as:

Forrester’s methodology and findings in the recently published research, The Forrester Wave™: Critical Event Management Platforms, Q4 2023 in which Everbridge was named a leader
Top threats organizations should anticipate in 2024
Best practices and technologies to protect your people and maintain operations during crises

Come learn valuable analyst insights and how critical event management solutions can help you strengthen organizational resilience to ensure a safe and successful year ahead.
Sign up today to attend the live webinar. We’ll see you on January 30th at 10 am EST.

On-Site Search Success: How AI Can Transform Your Customer’s Journey to Check Out
2024-01-30 16:00 - 19:00
With daily news alerts about the new and exciting capabilities of AI, you may be wondering how these technological advances can impact your online presence – and we’re here to help solve that mystery!
Go beyond conventional keyword searches and discover the benefits of advanced features like image search and concept search, elevating the user experience. These exciting advances in AI-powered search capabilities can seamlessly guide users through a ‘journey to checkout,’ making the eCommerce experience smoother and more intuitive.
In this webinar, HawkSearch’s resident Search Solutions experts Jonathan Meyer and John Murcott will lay out the top use cases and benefits of using AI in your online and eCommerce strategy.
Attend this webinar to discover:

The basics of AI and its impact on eCommerce
How to leverage AI to enhance customer experience and drive sales
The right tools and technologies to incorporate AI into your strategy

Don’t let your customers get lost in a sea of products – let AI be the compass that navigates them to their desired destinations.

TECHNOLOGY INDUSTRY QUARTERLY REVIEW Q4 2023
2024-01-30 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.
What financial momentum or headwinds are companies facing as they enter 2024?

Analysis on what factors are driving PROFITABLE tech business models:

What company types are doing the best and which ones are suffering.
How to hit the ground running in 2024.

In addition, Thomas will preview insights from his upcoming paper, The State of the Technology Industry: 2024. And who knows, you might get your question answered during the Q&A session at the end.

The New Era of Reputation Management: Unlocking Revenue and Retention with AI
2024-01-31 17:00 - 18:00
“Why are customers leaving our store without buying anything? How do we increase the average order size on takeout orders?”
Imagine asking your customers these questions directly and getting real feedback – in seconds. With so many reviews and feedback spread out across channels, this approach isn’t feasible.
Until now. AI can analyze thousands of reviews and provide a concise, data-driven answer to your questions. Weeks of data analysis and spreadsheet mapping have been shortened to seconds. Move beyond sentiment analysis and into real insights from your customers.
In this webinar, you will learn:

How to evolve your strategy for reputation management in 2024
What hidden insights could be locked in your customer reviews
Real stories of customers who are modernizing their approach to reputation management

Top Ways to Measure Employee Engagement (and Spot Disengagement)
2024-01-31 19:00 - 20:00
Maintaining a high level of team productivity is crucial, and disengagement can pose a significant obstacle. Employee engagement and customer experience are intertwined, and recognizing early signs of disengagement is key to preventing its negative impact.
So, how can you identify these signs before they become a problem? By boosting employee engagement and well-being through self-awareness and manager coaching, you can curb disengagement before employees check out, and customers pay the price.
Join this discussion to learn:

How to spot early indicators of disengagement and receive coaching suggestions to engage your team effectively.
How to assess and optimize workload balance across teams and groups.
How to identify and mitigate sources of distractions that hinder focused work.

THE STATE OF PROFESSIONAL SERVICES 2024
2024-01-31 19:00 - 20:00
Optimizing your professional services organization is becoming increasingly challenging. The need to keep the lights on (face and solve traditional professional services challenges) continues alongside the growing need to adapt to emerging industry transformation trends, such as organizational convergence and artificial intelligence (AI).
This is the fundamental dilemma faced by professional services organizations today. It is not enough to focus solely on resolving persistent issues or prioritizing adaptation to emerging trends alone. You have to do both, all the time and very well.
Join TSIA’s Bo Di Muccio, Ph.D., Distinguished VP, Professional Services Research and VP, TSIA Advisory Delivery, along with Dave Young, Sr. Director, Professional Services Research, for our annual “State of Professional Services” webinar. During this 45-minute session, they will be discussing:

What are the forces of inertia and forces of change impacting professional services today?
Specifically, what are the top challenges professional service leaders must confront?
What are the capabilities they will need to successfully face these challenges?
Where do professional service organizations generally stand in terms of organizational strategy and performance levels through all of this? What does good look like?

We’re looking forward to seeing you there!

Your 2024 CS Starter Kit
2024-02-01 14:00 - 15:00
On Feb 1st at 2pm GMT

Looking to diversify your CS Team in 2024? With the CS landscape undergoing a huge shift it can be overwhelming to know where to start or what to prioritise.
Join our upcoming webinar with Remco de Vries, Global VP, Gainsight and Stijn Smet, Head of CS at Whale as they talk through key strategies you will want to start implementing within your organisation!
In this webinar we’ll discuss:

Shifting times for Customer Success, what is changing to our fundamentals, and what new skills are we supposed to add
Why it’s more important than ever to properly define customer goals, and clear customer outcomes
How CS culture is changing, and why being proactive and open to change is going to be the red line throughout 2024
