Practical CSM Academy

How to Build a Support Automation Framework
2022-09-07 10:00 - 11:00 UTC
Today, support teams are navigating an increasingly demanding support landscape. Automation supercharges support, empowering teams to provide personal support at scale without overstretching your team.
In this webinar, we’ll show you how to introduce customer support automation with Intercom’s conversational support funnel framework and explain how Intercom’s customers improved support efficiency with automation.
You’ll discover:
– How to introduce automation to customer support
– Interactive demo of Intercom’s chatbots
– How Intercom’s customers support their customers at scale with automation

Customer Success Festival
2022-09-07 - 2022-09-08
What is the Customer Success Festival? 🤔
We’re putting the brightest minds in the world of customer success into one room to share their success stories, best practices, and greatest challenges.
Harness the power of in-person events, form genuine connections, and gain valuable insights to elevate both your professional development and your organization’s growth.

Ensure Customer Happiness through Service Success for Manufactures
2022-09-01 19:00 - 20:00 UTC
Manufacturers worldwide are looking to gain a competitive advantage in 2022 by enhancing their customer service. They are rethinking how they interact with their customers to ensure a digital-first service experience and a proactive approach that builds customer confidence. But how can manufacturers identify strategic priorities and investments for the year ahead?

Join this webinar to learn how AlphaBOLD partnered with several manufacturers to implement their customer service management solution successfully by utilizing Microsoft Dynamics 365 Customer Service, Unified Service Desk, multi-channel service approach, and Microsoft Power Automate.

Common Challenges Addressed by Customer Service Implementation:
– Inability to turn customer feedback into action
– Low customer retention rate
– Failure to solve customer queries in a timely manner
– Inability to capture customer concerns across multiple service channels
– Inability to measure customer satisfaction
– Slow turnaround for responses
– Reduce incoming requests by enabling self-service

Hope to see you there! For more details or questions, feel free to reach out to us at marketing@alphabold.com

Customer Success at Halftime 2022 - Five Things To Do Now
2022-08-26 10:30 - 11:00 UTC
Agenda
With less than half a year left until the end of the year, it’s time to asses where you are standing and what else needs to be done to reach the 2022 target. In this webinar we will share best practices and go through real life examples.

Some of the topics we will cover:

Key things to assess and base your priorities on
Common distractions and hurdles to overcome
Turnaround projects and how to improve churn
Expansion projects and how to drive upgrades
High output activities and managing with limited resources

Coffee Bar Conversations - The Role of AI in Customer Success
2022-08-25 17:00 - 18:00 UTC
Artificial Intelligence – AI – is without a doubt on the rise, and is often found in the news right now, with debates around what AI really means for humanity and whether AI is truly “intelligent” or even perhaps “alive” and “conscious” and if so what that might mean for it and for humans. Leaving the more philosophical side of AI aside for a moment, now might be a good time to start asking “What impact is AI likely to have on the CS profession, both in the short term and in the longer term as AI inevitably becomes more intelligent and less expensive?” Join Rick in discussion with Jason Noble, VP of Customer Success for Vinli as they debate this important topic.

From overwhelmed to over quota: How to be a more effective CSM
2022-08-24 19:00 - 20:00 UTC
Wednesday, August 24, 2022, 2:00 – 3:00 PM EDT
As a Customer Success Manager (CSM), if you feel overwhelmed, overworked, and constantly playing catch up, you are not alone. Many thought leaders in our space say, “you need to be proactive, not reactive”, yet there is very little advice on specifically HOW to do this.
This session will be extremely prescriptive and practical on how to run your day effectively, reduce distractions, and get the right things done.
We invite you to join this webinar with Ryan Johansen, who trains CS professionals on becoming top performers without burning out, as he shares his framework on how to get the right things done to get results as a CSM.
In this webinar we’ll cover:

How to prioritize your day and become a top performer without burning out
How to proactively manage your book of business with a personal operating system
How to manage the distractions that kill productivity and make you miserable

CUSTOMER SUCCESS TELEMETRY: TOP METRICS AND DASHBOARDS FOR GROWTH AND EFFICIENCY
2022-08-24 19:00 - 20:00 UTC
Customer success managers (CSMs) are critical in the daily interactions with their customers. But what metrics and dashboards has your organization put in front of them to ensure they are running their book of business with great success? Customer success executives also need to have the most current and most relevant KPIs, metrics, and health scores at their fingertips.
As the economy faces uncertainty and customer success gains greater value in organizations to grow business, create customer value, and run with great efficiency, dashboards and the metrics that support them are so very critical. Are your dashboards looking at the right variables and telemetry?
In this 45-minute webinar, TSIA’s Vice President of Customer Success Research, Stephen Fulkerson, will be joined by Valuize’s Chief Client Officer, Emily Ryan, for a discussion on the top metrics and dashboards needed for growth and efficiency in customer success.
By attending this webinar, you will be able to:

Quickly identify what telemetry and dashboards you may need in your repository to drive great success for your customers and your company.
Determine how mature and defined your metrics and dashboards are for customer success.
Enable CSMs with the metrics and dashboards they need to have successful interactions with your customers.
Ensure you have the right data to make the right decisions for your organization during this time of economic uncertainty.

Customer Success Creator Meetup
2022-08-24 17:00 - 18:00, 2022-08-10 17:00 - 17:30 UTC
Totango is launching a Customer Success Creator Community and we want you involved!

About this event

The Totango CS Creator Community is a diverse group of professionals committed to learning, sharing, and developing customer success best practices that will shape the future of the CS industry.
Join us for a short call to learn about the community, meet fellow customer success innovators, and gain access to Totango Community Edition and training assets.
This is open to all CS professionals (leaders, CSMs, ops) or individuals thinking about getting started in the field. Current Totango users and soon-to-be users are welcome to join too.
You can join the meeting via zoom at: https://totango.zoom.us/j/8496116176

Basic CSM - Stakeholder Management
2022-08-24 17:00 - 18:00 UTC
Customer Success Management is one of those roles that sits in the middle of many existing duties. It takes aspects of each of them (and more) and re-utilizes those aspects for its own purpose – that of assisting the customer to attain its desired or required outcomes from the products and services it has purchased from us. To be a good Customer Success Manager, therefore, requires an in-depth understanding of many different skills; from data analysis through to stakeholder management and everything in-between.

This monthly FREE series delivers an in-depth overview of one such skill each month. As with all our webinars, the events are recorded so even if at the last minute you cannot attend, you will still be sent a link to watch the recording in your own time afterwards.

In-Person CSN Cafe – Ireland
2022-08-18 18:30 - 22:00 UTC
First IN-PERSON Customer Success Cafe in Dublin for over 2 years!
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 ☕ or a pint.
These Cafes provide a great opportunity to build connections in your professional network as well as establish a central hub where people can share ideas and industry insights.
We encourage you to sign up early to guarantee your place so that we can book the appropriate space.
Please order tickets only for yourself.
See you there!
Your hosts,
Marta Hidouk, Brian Cronin, Ezra Zimbler

Location

McGrattans Pub
76 Fitzwilliam Lane
Dublin 2
Ireland

August CSOps Office Hours
2022-08-18 16:00 - 17:00 UTC
Topic: Scaling Customer Success with a Digital First Approach

Teresa Chu is a full-stack marketer with skills spanning from writing/storytelling, and data analysis to program strategy and execution. Currently, she heads the digital engagement strategy for Customer Success at Aruba Networks. In her free time, she enjoys writing short stories, running, reading, and watching classical movies.
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Are you in CS Operations and are building and scaling customer success at B2B SaaS companies? Whether you are experienced or new to the role, we can all learn from each other. Our sessions focus on two main goals to help ensure value:

Did you meet someone new?
Did you take away an actionable idea to implement?

Join your peers in CSOps each month as we focus on topics that can help you wherever you are in the journey. Looking forward to helping you expand your network, talking about issues that impact you, and spending an hour connecting! Sign up for just this month or for the entire series.
New to GGR? Welcome! We exist to connect people, knowledge, and ideas to advance the state of customer success through no-strings-attached access to resources. Beyond our Office Hours series, we provide a variety of digital, virtual, and in-person experiences.

Customer Success Café Helsinki – The Reboot Edition
2022-08-18 14:00 - 16:00 UTC
Welcome to the next edition of the Helsinki Customer Success Café!
After 2 years of a corona-break, it’s time to meet again: it’s been WAY too long! We’ll be live, at the offices of Lumoa.me 🤩
This is an event for SaaS business professionals looking to share knowledge to help solve practical Customer Success challenges in their businesses, and simply to meet with other Customer Success practitioners.
And, because it’s been so long, let’s keep the agenda light, and simply catch up, and talk about what’s next for you as a Customer Success professional in 2022
Agenda
* 16.00: Welcome and intro
* 16.15: Discussion/mingling/presentation
* 18:00: Wrap-up
We look forward to see you, and if the other editions are any indication, it will be a lively discussion for sure!
All the best, and see you on the 18th of August!
Katja, Anna, Martina, Olli, Rasmus, Peter
P.S. 1 *cough* please be on time *cough*
P.S. 2 make sure to sign up for www.customersuccess.network for access to a wonderful community of CS practitioners!
VENUE

Rantatie Business Park

8 Hermannin rantatie, 00580 Helsinki
Helsinki, 00580 FI +

Discover Financial Services - Oracle Integration Customer Success Webcast
2022-08-17 17:00 - 18:00 UTC
Discover Financial Services – best practices & lessons learned.

Live Webinar Accenture & Oracle
9:00 PT | 18:00 CET

Learn how leading brands benefit from OCI integration services as the foundation for digital business.

Accelerate your multicloud innovation with prebuilt connectivity to any SaaS, on-premises, and custom applications. Jump-start your Oracle ERP, HCM, and CX projects with embedded best-practice integrations, easy-to-use recipes, and business accelerators.

Join Accenture’s Mani Choudhary and Amit Singh, with Discover’s Amanda Kreutziger and Brian Hatfield, to learn how Discover approached the data sourcing and integration of their Oracle ERP solution. This includes how Accenture’s prebuilt Oracle Cloud assets can immediately deliver value for your ERP and HCM projects. In this webinar you will learn:

Discover’s approach to data preparation and integration for Oracle ERP projects
How prebuilt integrations with connectors can speed up delivery timelines
How to automate Dev-Ops with PaaS and SaaS config/code promotion
How a centralized repository for all assets helps implementation consultants collaborate
How to future-proof your competitive advantage through custom application development on a common cloud platform with seamless security and high performance.

9:00 AM

Welcome & Introduction – Daryl Eicher, Oracle

9:05 AM

Announcements OCI integration services – Jürgen Kress, Oracle

9:10 AM

Discover Financial Services case study – Amanda Kreutziger and Brian Hatfield, Discover

9:25 AM

Demo, best practices, and lessons learned – Amit Singh, Accenture

9:35 AM

Service offerings – Mani Choudhary, Accenture

9:50 AM

Next Steps / Questions & Answers – Doug Dittrich, Oracle

August CSM Office Hours
2022-08-12 06:00 - 07:00 UTC
Are you a CSM who is building and scaling customer success at B2B SaaS companies? Whether you are experienced or new to the role, we can all learn from each other. Our sessions focus on two main goals to help ensure value:

Did you meet someone new?
Did you take away an actionable idea to implement?

Join your peers in CSM each month as we focus on topics that can help you wherever you are in the journey. Looking forward to helping you expand your network, talking about issues that impact you, and spending an hour connecting! Sign up for just this month or for the entire series.
New to GGR? Welcome! We exist to connect people, knowledge, and ideas to advance the state of customer success through no-strings-attached access to resources. Beyond our Office Hours series, we provide a variety of digital, virtual, and in-person experiences.

Secrets to Driving Customer Retention
2022-08-11 17:00 - 18:00 UTC
Want to know the secrets to keep customers happy and driving growth? Learn how Schneider Electric cracked the case and launched their cloud-based SaaS by incorporating proper data instrumentation and in-depth analytics to help them adapt quickly and achieve predictable growth.
Join Mike Sturm, Sr. Enterprise CSM from Totango, and Raymond Xie, Customer Success Operations Manager at Schneider Electric, as they share highlights on how leveraging analytics and measurement with their customer success platform helped Schneider Electric achieve a 100%+ renewal rate. Whether you’re a new or mature SaaS company, you’ll get ideas on actionable analytics you can use to improve your customer experience along their lifecycle.
You’ll learn how to:

Use best practices to get started with Totango
Improve customer satisfaction
Act on your customer analytics

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Book Of The Month - Customer Success Mindset by Jyo Shukla
2022-08-10 23:00 - 2022-08-11 00:00 UTC
Unlock unlimited growth potential for your business using your biggest advocates: your customers.
Being a truly customer-centric organization goes beyond just having a customer success function. This book talks about some strategies that will help you adopt a company-wide customer-first mindset to fuel your growth.

“In her book, Jyo lays out what I believe is one of the clearest blueprints on how to design, execute, and benefit from a company-wide mindset of customer-led growth. Customer Success Mindset is a must-read for customer success leaders and other executives who aspire to deliver sustainable growth to the organizations.”
– Alex Farmer, VP of Customer Success, Cognite, and Founder of Customer Excellence -The Customer Success Awards

Book Club Live Interview with Jyo Shukla

Do you want to meet Jyo Shukla and ask her questions about her book yourself?
Now you have the perfect opportunity!
Attend a Live Interview with Jyo and the Book Club managers – Claire Volk and Gillian Taylor. All you need to do is fill in the registration form. You will receive attendance instructions directly to your email.
Location: Zoom meeting
Time: August 10, 2022, 4 PM PDT/ 7 PM EDT/ 11 PM GMT/ 9 AM AEST (August 11)
We look forward to seeing you,
Claire & Gillian

Customer Success Masterclass for E-Commerce Brands
2022-08-10 17:00 - 18:00 UTC
Building and managing a customer support function for a growing E-commerce brand is not for everyone. From staffing and hiring decisions, taking calls on which channels to focus on, and deciding whether to outsource it or build an in-house team, the variables in the equation are just a lot. Oh, let’s not even get into the attrition problem.
But it is irrefutable that figuring out customer support operations is an inflection point in the scaling journey of an E-commerce brand. It’s probably not the most easiest problem, but a problem that probably separates a 7-figure brand and a 9-figure brand.
As customer support leaders prepare for the most exciting half of 2022, we are bringing to you the playbook and framework that helped Snow set up and scale a world-class customer support function.
Tune in as Thomas McCray, Director of Customer Success at Snow shares actionable advice on:

How to structure your CS team as you scale and How to create micro pods in the CS team to improve engagement and efficiency.
Approaching multi-channel support and the right SLAs for each channel.
Importance of agent experience and how to nail it right.
How to set up the right goals and measurements for smooth operations.

CS4Rev Summer 2022
2022-08-03 15:00 - 2022-08-04 16:00 UTC
It’s been an interesting couple of months hasn’t it?

Break-neck hyper-growth has given way to reductions in market valuations, layoffs has created a cloud of uncertainty for SaaS companies in general and Customer Success executives in particular.

Normally we wait until the end of the year for retrospectives and prognostications.

But not this year.

10:00 AM EST – “So Now What?” – Assessing the impact of recent events, and a strategic outlook of CS going forward.

We’ve brought in an incredible panel to assess the impact of the last few months, and discuss the implications for Customer Success going forward. This kind of panel needs the right mix of experience, and domain knowledge, not to mention research and data, and that’s what we’ve brought together:

Firaas Rashid – Founder and CEO, Hook
Maranda Dziekonski, CCO, Swiftly
Peter Armaly – VP of Customer Success, ESG

11:00 AM EST – Working with Product – How can CS have a greater impact on Product Strategy and Roadmap?

This new environment we find ourselves in points to a focus on delivering value like never before. So how do we leverage what we learn from CS to build higher-value products?

Emily Garza – VP of Customer Success, Proton.ai
Jon Johnson – Principal Customer Success Manager, Global Accounts, Usertesting.com
Valentin Huang – Co-Founder and CEO, Harvestr

12:00 EST – Speednetworking

Back by popular demand, a great opportunity to meet other leaders and future leaders.

Demystifying churn: How qualitative research will help you retain more customers
2022-08-02 16:00 - 17:00 UTC
We spend a lot of time gathering and chasing data. We have the feeling that the more we know the better when it comes to customer decisions. And this is correct but more often than not we do not take the time to understand “the reason why” behind the data. We do not correlate the quantitative data with the qualitative part. How can you influence a number if you do not understand its story? The story is usually given by the customer.
On the 2nd of August at 11:00 EDT* we crack the code of qualitative research with Anita Toth and share a few tips on how we get started and how we leverage user interviews when fighting churn.
Sneak preview of our talking points:

How do we find out the real motivation behind a customer’s decision?
When do we start asking the right questions?
How do we leverage the data we gather in customer interviews?
How do we connect the dots to reduce churn?

What’s New to Optimize CS
2022-07-28 17:00 - 18:00 UTC
Today with so much uncertainty in the economy, it’s more important than ever to double down on your current customer base and invest in customer success. Come see how our Q2 launches help CSMs save time and create more efficient workflows, then get an in-depth look at some new Q3 features to drive growth:

Optimizing company-wide collaboration to drive expansion opportunities
Increasing digital engagement with new campaign flows
Enhancements to the Customer Experience Canvas user interface
New SuccessBLOCS to drive engagement, advocacy, and growth

Join Ravit Danino, SVP of Product at Totango, as she highlights product innovations that will help you deliver continuous customer value at every stage of their journey.
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Coffee Bar Conversations - The 5 Biggest Mistakes When Hiring your First VP Customer Success with Alan Fecamp
2022-07-28 17:00 - 18:00 UTC
ABOUT COFFEE BAR CONVERSATIONS

Coffee Bar Conversations is a series of informal interviews conducted with both acknowledged experts and up and coming new thought leaders in the Customer Success space. Each conversation has its own topic – typically a topic that is either particularly relevant at that time, or one in which the guest being interviewed has a special interest or particular experience.
Each conversation takes place virtually, but in our imagination, we envisage guests and hosts meeting in a local coffee bar for an informal chat before or after work, and that informal, relaxed and friendly ambience is exactly the type of vibe we aim for in the events.
Your host for the Coffee Bar Conversations series is our very own CEO, Founder, and author, Rick Adams. As well as being broadcast live, each event is recorded for prosperity and Practical CSM Academy members can access these recordings along with many other CS-related assets in the ever-growing Content Library – the world’s largest repository of Customer Success training content.

How to Build a Customer Success Dream Team
2022-07-28 16:00 - 17:00 UTC
Your customer success team is directly responsible for creating happy customers – and that’s not an easy task. To make your team as successful as possible, you have to ensure you’re hiring people with a very particular set of skills and personality traits – some of which are still being defined. As a relatively new field, customer success is constantly evolving, and the skills necessary to do it well are shifting. This can make hiring extremely difficult.
So, how can you build a customer success dream team when roles are always changing? Find out during this engaging roundtable discussion with leaders from LaunchNotes, Ungerboeck, Remote Evolution, and Knock. Learn all about their strategies, including:
– Qualities that define a great CSM
– Methods to source and retain top talent
– How to motivate CSMs to do their best work

July CSOps Office Hours
2022-07-28 16:00 - 17:00 UTC
Thursday, July 28, 2022
11::00am – 12:0pm ET
Host: Laura Hayes Brown
Topic: Prioritizing and Growing CS Ops Mindset
REGISTER NOW
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Are you in CS Operations and are building and scaling customer success at B2B SaaS companies? Whether you are experienced or new to the role, we can all learn from each other. Our sessions focus on two main goals to help ensure value:

Did you meet someone new?
Did you take away an actionable idea to implement?

Join your peers in CSOps each month as we focus on topics that can help you wherever you are in the journey. Looking forward to helping you expand your network, talk about issues that impact you, and spend an hour connecting! Sign up for just this month or for the entire series.

Basic CSM - Meaningful KPIs
2022-07-27 17:00 - 18:00 UTC
Every job needs to be measured to determine how well it is being performed and therefore to know both who to reward for good performance, and where to devote time and effort in making improvements. One essential aspect of measurement is the KPI or Key Performance Indicator, which provides a benchmark or standard to aim for. This course briefly overviews some of the most commonly used KPIs in Customer Success Management and how to deploy them.

Build Durability Into Your Business with Customer Success
2022-07-26 18:00 - 19:00 UTC
It’s a challenging time in the world — and in the world of SaaS.
With investments slowing and multiples down, companies are now bracing for a bumpy few years. Companies that are prepared to weather the ups and downs will come out many times stronger.
Join Gainsight CEO Nick Mehta and CCO Kellie Capote alongside Pablo Dominguez, Operating Partner at Insight Partners, for a discussion on how your business can adopt a customer-centric approach to better navigate the downturn.
They’ll cover:

How to better support your customers through this tough time while also scaling your team’s efforts
Why companies should lean into product-led growth as a way to scale their growth efforts efficiently
How your go-to-market teams can support a more customer-centric approach to growth to power more durability in your business

CSN Master Class: Winning Strategies for Customer Education
2022-07-26 12:00 - 13:00 UTC
During this Master Class, guest Alessandra Conca, Manager Customer Onboarding at Hubspot, will teach us how to construct a winning strategy for customer education, delivering the right content to the right stakeholder, at the right time.
Alessandra has over 10 years of experience in customer success, consulting, project and change management. In the last 6 years she has specialised in the SaaS industry and especially in onboarding and change management
What will you get from this Master Class:
– A lesson on constructing customer education journeys: how to tailor education to the right stakeholders, backed up by research and practice around change management
– A learning activity on customer education and change management to complete in working groups and then discuss with all attendees and our presenter
– Live Q&A session

Driving Business Outcomes with Jama Software’s Success Programs
2022-07-21 16:00 - 17:00 UTC
When you buy Jama Connect, you’re not just buying the #1 requirements management solution on the market. Our Customer Success team stands behind you, delivering the expertise, guidance, and resources you need to see a quick return on your investment and achieve your business goals.
Our adoption-oriented approach balances industry best practices with the practicalities of how you plan, build, and test your products.
In this webinar, we will cover how Jama Software has created specific diagnostic tools and customer success offerings to achieve higher value with Jama Connect. We will explore how Jama Connect can enable transformational value to positively impact your business, and how our specific customer success offerings can help your team increase traceability compliance and requirement quality.
Register now to learn more about our new customer success programs, and how they lead to better outcomes such as:

Higher percentage of passing tests
Lower product defect rates
Faster time to market

CSN Breakfast: Supercharging customer success with customer education
2022-07-21 09:00 - 10:00 UTC
Join our panel discussion with three CS experts to understand how to boost customer success with efficient client education

Our 3 panelists will discuss how to boost customer success with efficient client education
Sally Donaldson – Customer Success Lead at StreamNative
Mathilde Fouquet – Lead Client Success Manager at Bazaarvoice
Ky Ismet – VP of Customer Success at Ometria

Join us on the 21st of July to learn:

why customer education is a key part of customer success, and not a separate department
when it is time to invest in a dedicated education team and how to get buy-in
what are the common pitfalls of customer education programs and how to avoid them

At the end of the discussion, you will also have the opportunity to ask questions to our experts during a live Q&A in Slido.

Fueling Your CS Strategy via Product Experience
2022-07-15 09:00 - 10:00 (America/New_York)
Do you know if your customers are utilizing key facets of your product suite? Do you know which features are stickiest? Do your CSMs take action against Product-led insights? Join us for a discussion around:

How product data can surface actionable insights for CSMs to lead with
Identifying key usage habits that make a customer sticky and primed for growth
Leveraging in-app engagements to drive customer action at scale
