Practical CSM Academy

Keep it Simple: Driving Efficiency with Repeatable Processes
2023-01-25 18:00 - 19:00 UTC
Gainsight Essentials enables companies of any stage and size to start and scale their Customer Success team.

Join us on January 25th at 10am PT as we dive into features that increase efficiency in your CSMs’ workflow, including:

Standardize your team’s process and best practices with Playbooks
Be more proactive and targeted with data-driven CTAs
Give CSMs a top-down view of all their activities and data with Gainsight Home

Keep it Simple: Driving Efficiency with Repeatable Processes
2023-01-25 18:00 - 19:00 (Europe/Paris)
Gainsight Essentials enables companies of any stage and size to start and scale their Customer Success team.

Join us as we dive into features that make it easier than ever to apply standardization and efficiency to your CSMs’ workflow:

Standardize your team’s process and best practices with Playbooks
Be more proactive and targeted with data-driven CTAs
Give CSMs a top-down view of all their activities and data with Gainsight Home

Oracle Benelux SaaS Roundtable – Netherlands
2023-01-25 08:30 - 13:00 UTC | Kasteellaan 1, 3455 RR Utrecht Netherlands
Join Oracle at Koetshuis de Haar, Utrecht.
You are exclusively invited to attend the in-person Oracle Benelux SaaS Roundtable at Koetshuis de Haar. The event will uncover new ways to maximize the value of Oracle SaaS solutions to help your business thrive.
Hear insights from Oracle Services across product development, go live operations, best practice management and customer success.

Discover the range of services available for Oracle SaaS to support your unique business needs
Understand how Oracle customers have leveraged their SaaS investment to manage and optimize configurations and extensions
Learn how to increase user efficiency and adoption of your Oracle SaaS products
Explore how Oracle can help you transition to a modern-day operational support model for your business users

THE STATE OF FIELD SERVICES 2023
2023-01-24 19:00 - 20:00 UTC
If your company has equipment on customer premise that you service, this webinar is for you.
As we face economic headwinds in 2023, many companies are falling back on the old, draconian cost-cutting methods—but this is a mistake. It’s not easy to spot where to cut back and where to find revenue in this environment. But TSIA can help.
Join Vele Galovski, TSIA’s VP, Support and Field Services Research, as he shares his findings based on industry trends and TSIA research to identify the core capabilities your organization must embrace to succeed in 2023 and beyond.
Key topics will include:
An overview of industry trends impacting companies that have equipment on customer premises.

Potential scenarios in which your company can successfully navigate the challenging economic environment, including:

Where to cut back without cutting into productivity or revenue generation.
Where to find new revenue.
Identify what must be true for your company to be successful in each scenario.

Risks associated with the status quo and traditional cost cutting.

Presented By:
Vele Galovski
VP, Support and Field Services Research, TSIA
Kevin Bowers
Director, Field Services Research, TSIA

Scale for Success:How to Bring IoT Projects from Concept to Mass Deployment
2023-01-24 15:00 - 16:00 UTC
January 24, 2023, 10AM EST | 4PM CET | 11PM SGT
IoT solutions are increasingly important to your operations and customer-facing services. As the role of IoT solutions grow, the size of IoT deployments is growing just as quickly.
Scaling your solution from a first proof of concept to your entire device fleet is a challenge. How can you ensure your approach will easily and effectively scale to as many connected devices as you need? Scaling from small deployments goes beyond increasing the number of connections – you’ll need ways to register and update millions of devices at once, reliably and efficiently.
Register for the webinar Scale for Success: How to Bring IoT Projects from Concept to Mass Deployment Efficiently and Reliably to gain unique insights into the challenges and opportunities of mass IoT deployments from expert interviews, user survey data and analysis of key market trends by Beecham Research.
In this webinar you’ll learn:
– The latest IoT market trends linked to large scale deployments as seen by Beecham research in its report, Getting to Mass IoT Deployment: Challenges and Opportunities
– The challenges that come with scaling from small deployments to much larger ones
– What you need from an IoT solution to succeed
– Why extensible device management capabilities are so important to your IoT future
– Best practices from successful large-scale deployments
Come with questions – there will be an opportunity for Q&A. Plus, all attendees will get early access to a new report that summarizes the market research and highlights success stories linked to large scale IoT deployments.
(All registrants to this webinar will receive a link to the recording in a separate email that will be sent to you shortly after the program ends.)

Building a Sales Process that Smashes Your Goal in 2023
2023-01-18 18:00 - 19:00 UTC
2023 is nearly here, but slightly different from what anyone expected. Companies are striving to ramp up in the new year and finalize goals, but budgeting and driving key initiatives in an uncertain economy can be a little bit more challenging.
To help, PTC, Salesloft, and guest, Forrester, are coming together to cover what companies should expect for 2023, and how teams can continue crushing quota. Some questions that will be answered include:

How is the current economy impacting new deal cycles?
How should companies prepare and take action for the future?
How can sales engagement get you to your goals (faster)?

With top analysts and sales leaders sharing market insights and covering the revenue space, you’ll learn how to navigate these challenges and crush your quota with the tools you already have in 2023.
Speakers:

Amy Hawthorne
Principal Analyst at Forrester

Adelle Bonavire
Global Inside Sales Director at PTC

Will Walker
Senior Value Engineer at Salesloft

7 FIELD SERVICES PREDICTIONS TO INCREASE REVENUE AND IMPROVE CX IN 2023
2023-01-12 19:00 - 20:00 UTC
Pricing fluctuations, supply chain disruptions, the continuing labor crisis––these volatile market conditions are creating unprecedented uncertainty in the field service industry as we begin the new year. Service leaders want to know what lies ahead, especially at a time when customer experience is paramount. Join us on Thursday, January 12, as we discuss how 2022 trends provide a roadmap for what to expect in 2023 so you can stay ahead of the competition when it comes to exceeding the service expectations of your customers. Specifically, we will cover:

Predictions on what’s to come in 2023 leveraging work order data and insights from TSIA members like you.
How the current market affects field service costs (labor, travel, and equipment).
Which work types, industries, and regions are growing, and which are stagnant.
Actions you can take now to capitalize on growth trends while minimizing costs.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Wael Mohammed
EVP of Strategy, Field Nation

Maximizing your work week: Habits of High-performing Customer Success Managers
2023-01-12 15:00 - 15:30 UTC
Great customer success managers know how to prioritize their tasks and focus on the ones that will have the biggest impact on their customers. But which tasks get you the result you want? Which strong habits help you focus on the right activities to consistently deliver excellent results for your customers?
Agenda

In this webinar, we will share some practical tips and best practices for improving as a Customer Success Manager. By learning how to focus on the right tasks and increase your output, you can have a direct impact on the health of your customers and the success of your company.

What we will cover:

1. Clarifying roles and responsibilities
2. Building and leveraging a strong team
3. Creating an effective weekly plan
4. Establishing regular check-ins and managing crises
5. Developing the right mindset for success in customer success

How to empower your customers and why you need to
2023-01-12 14:00 - 15:00 UTC, 2023-01-12 03:00 - 04:00 (Europe/Paris)
Presented by
Lisa Rowan, VP, Modern HR Strategies Research, IDC & Jamal Watkins, Digital Learning Evangelist, Adobe

About this talk
Customer education helps with customer retention, product adoption, word of mouth referrals and more – but it also allows you to empower your customers. Customer-first businesses are increasingly thinking about the experience they’re delivering and how they can improve that, including the role customer education has to play. Join this webinar to learn: – What customer education is, and why it’s important – What the benefits are of well-executed customer education – And how to implement some game-changing customer education tactics.

SERVICE READINESS: HOW TO GET IT RIGHT THE FIRST TIME
2023-01-11 19:00 - 20:00 UTC
Join us January 11, 2023
11:00 AM PT / 2:00 PM ET
The requirement for technology companies and service providers to perform at expected levels on day one of service has never been more clear. As more and more providers are migrating up the offer continuum toward outcome-based services, the tolerance for “learning on the job” is a thing of the past.
We must be succinct in our offer, understand the outcome, and deliver on day one! Anything else is simply a recipe for degraded profits, revenues, and most importantly, a degraded brand emphasized by lost customers.
Please join Jeremy Blanton for this 45-minute webinar where he will touch on service readiness capabilities required to gain immediate traction towards “getting it right the first time.” He will also touch on:

Best practices
Impacts on profitability
The customer experience

ELIMINATING CUSTOMER JOURNEY FRICTION WITH PREVENTIVE SUPPORT
2023-01-10 19:00 - 20:00 UTC
Removing friction from customer journeys with preventive support care is how leading SaaS businesses increase renewals and expansions. Delighting customers may create “feel good” moments but has low impact on repeat business. Preventive care comes from a combination of both support agents and success managers taking action and also from AI-automated engagement within the product.
Join Santosh Addanki, Senior Director, PayPal, Somya Kapoor, CEO and Co-Founder of TheLoops, and John Ragsdale, TSIA’s Distinguished Vice President of Technology Ecosystems, as they discuss preventive care strategies for SaaS that drive customer loyalty and repeat business.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Santosh Addanki
Senior Director, PayPal
Somya Kapoor
CEO, Cofounder, TheLoops

Turn customer insights into action with Surveys
2023-01-05 15:00 - 16:00 UTC
Presented by
Peter Dalton, Relationship Manager, Intercom | Marie O’Dwyer, Customer Success Manager, Intercom

About this talk
Learn how to get more from the data you collect with this best practice / Q&A session on Intercom’s new Surveys feature. Join the Intercom team for an in-depth session about our powerful new Surveys message type, and rejoice in the fact that you no longer have to use external tools to survey your customers. Finally, all your messages can be sent from one place. This webinar consists of: – A feature demo using examples of real-life surveys we use at Intercom – Best practices and tips on how to increase your response rates – Collecting first-party data to improve your targeting, tailor onboarding, drive stronger product adoption and engagement – Reaching customers in-app and on mobile for optimimum engagement – Sneak peak look at some features we’ll be adding to surveys soon – And we’ll set aside plenty of time for your Q&A too!

Do More With Less: Create bionic CSMs that scale CS impact
2023-01-04 18:00 - 19:00 (Europe/Paris)
Learn tips, tricks, and best practices to drive digital scale with these Gainsight automation tools:

Drive automated communication with Journey Orchestrator
Reduce friction by engaging customers with in-app communication (PX Essentials)
Combine digital outreach with just the right human touch

CSN Cafe London – how to create a ‘Tech Touch’ approach which works!
2023-01-04 14:00 - 15:00 (Europe/Paris)
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.
In this event we will discuss the topic of the ‘tech touch’ approach to customer success. How can we ensure we offer a great level of service without hiring an army of people?
Have you used technology solutions to tackle this challenge? What would you recommend? What mistakes were made and lessons learnt?
Come along and tell us all about it!
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.

How Top Sales Teams Sell And What Works For Them
2023-01-04 03:00 - 04:30 UTC
Selling is hard. How to stay on top of minds when most of the sales motion is done remotely, digitally? How to cut through the noise and stand out from the crowd when attention span is the most expensive currency?
Salesloft is the all-in-one sales engagement platform where sellers engage with buyers from first communication to close. It’s a digital sales platform built specifically for sellers.
In this webinar, we will share secrets of top-performing sales organisations and how they are using sales engagement technology to get results.
You’ll get an inside look at the top-rated sales engagement platform, Salesloft. See how thousands of the world’s most successful sales teams are more easily:

Reaching out to buyers
Following-up and sharing insight from meetings
Coaching struggling reps
Leaning in on at-risk deals

Join us for this webinar at 11am SGT/ 2pm AEST and get insights on the secrets of top-performing sales organisations and see how Sales Engagement Is Transforming Sales — And Why You Need It Now

SUPERCHARGED FOR SUCCESS: CSN Master Class with Growth Molecules™
2022-12-28 08:00 - 17:00 UTC
During this Master Class, guest Emilia D’Anzica, Author and the Founder and Managing Partner of Growth Molecules™, will join us for a highly interactive and high impact power workshop on success planning.
Companies are becoming hyper-focused on protecting their current customers as we go into 2023 with uncertain economic times. One of the best ways to do this is to supercharge your customer success team with mutual action plans. Emilia will lead a break out session to reinforce learnings on creating effective success plans. Each participant will leave with an exclusive template and and key takeaways from Emilia’s Growth Molecules™ Academy.
Emilia is an author and the Founder and Managing Partner of Growth Molecules™, a management consulting firm helping clients build and optimise customer support and success programs. She is also an active contributor to the Forbes Council and serves on several advisory boards globally. Before founding her company, Emilia was an early employee at several successful companies, including WalkMe, BrightEdge, and Jobvite. Emilia resides in the San Francisco Bay Area, CA, with her three children and partner. Pressing ON as a Tech Mom is her first book. Emilia has been named a Top 50 Customer Loyalty Thought Leader by Thinkers 360, Top 50 Customer Success Influencers by Smart Karrot and 2022 TOP influencers by Egnati.
What will you get from this Master Class:
– Interactive session on how to ‘Prepare, Build & Deliver Sustainable Mutual Action Plans’
– Breakout room exercise with an exclusive PDF template from the Growth Molecules™ Academy
– Feedback review of break out room exercise

Basic CSM - Influencing Business Decision Makers
2022-12-21 17:00 - 18:00 UTC
We are often told by our students that they are tasked with getting in front of more senior business decision makers and holding more business outcomes-relevant conversations with those BDMs. We believe that this is a great thing to aspire to… but how is it achieved? Join our CEO and award-winning author Rick Adams as he provides some basic insights into this important topic.

The Changing Role of Customer-Service, -Support and -Success
2022-12-16 18:00 - 19:00 UTC
Understanding what it means to have a service orientation, and mastering the fundamentals of service are critical to people in Customer Service, Customer Support and Customer Success, but also on sales, marketing, finance and HR.

Join LinkedIn Learning Instructors Chris Croft (Customer Service Mastery https://bit.ly/3SF01IA )and Robbie Kellman Baxter (Develop a Service Orientation https://bit.ly/3fspS8l ) for Office Hours on December 16 at 10AM Pacific. You can expect a lively and interactive discussion on the changing role of service in the organization. We’ll talk about the skills required to build rapport with customers, as well as the skills needed to gain support from peers across functional areas.

We’ll also share the attributes that make the service stars stand out, and how service mastery actually can drive up revenue, especially in down economies.

Whether you work in a large organization or fast-growing startup, whether you’re new to the field or an experienced pro, you’ll find value in this session. Don’t miss it!

This is an interactive conversation, so please add your questions in the comments below or drop them in the chat during the event!

In the meantime, check out their courses for free:
Customer Service Mastery https://bit.ly/3SF01IA
Develop a Service Orientation https://bit.ly/3fspS8l

*This is part of Robbie’s Office Hours Series for LinkedIn Learning, featuring some of her favorite instructors discussing some of the business’ most important skills.

🎙All live sessions will be recorded and accessible through this link. Please RSVP to receive notifications and access the recordings

TOP 5 TRENDS FOR PROFESSIONAL SERVICES ORGANIZATIONS IN 2023
2022-12-15 19:00 - 20:00 UTC
Professional services organizations have been on a growth trajectory over the last few years. However, with economic headwinds on the horizon, it has become imperative for professional services organizations to proactively prepare themselves to manage growth and profits in the turbulent economic conditions ahead.
According to TSIA, even though 73% of B2B technology companies expect revenues to grow in 2023, 49% of organizations expect their headcount to remain flat or decline. In such a scenario, how can you operate profitably and drive margins without increasing your headcount or incurring additional costs?
Join us to explore the top trends that professional services organizations can look forward to in 2023 to stay ahead of the curve.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Suresh Kuppahally
EVP, Product, Engineering & Operations, Replicon

DeepTarget's Customer Success December 15 Webinar
2022-12-15 17:00 - 17:30 UTC
Welcome to DeepTarget’s Customer Success Webinar designed specifically for YOU! Thirty minutes packed with industry insights and DeepTarget helpful hints to maximize your member/customer engagement. Make sure and sign up for all our customer success webinars at deeptarget.com/webinars.

December CSOps Office Hours
2022-12-15 16:00 - 17:00 UTC
Thursday, December 15, 2022
11:00am – 12:00pm ET
Host: TBD
Topic: TBD
REGISTER NOW
———-
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.

Move beyond ICP: Focus on ideal customer behaviors to accelerate user adoption & success
2022-12-14 19:00 - 20:00 UTC
Does your CS team struggle to get your customers to take the actions necessary to drive adoption and achieve clear, measurable outcomes? Despite your CSM’s best efforts, do your customers ignore emails, skip meetings, neglect to complete action items, or otherwise sabotage their own success (and yours)?
In this session, you will learn how to move beyond narrowly looking at ideal customer profiles (ICPs) to instead focus on mapping and rewarding ideal customer behaviors (ICBs). You will learn practical and actionable steps for how you can define, map, and incentivize ideal customer behaviors and incorporate these into your customer programs.
Key takeaways:

Why you need to move beyond ICP to instead focus on ideal customer behaviors that increase adoption and success
How to incorporate IBCs into critical points in your customer journey
How to define and develop appropriate customer incentives and reward customers for demonstrating ideal customer behaviors

Customer Success Management in 2023
2022-12-14 17:00 - 18:00 UTC
The macro-economic data tends to indicate that 2023 could be a difficult year for at least some companies, yet at the same time, customer retention and net revenue growth will remain ambitions for the majority of businesses. How can Customer Success Management contribute to business success in 2023?
Direct link to the Live Room – https://event.webinarjam.com/go/live/297/ryr5pcmluqs6sl

BACK TO THE FUTURE: THE RESURGENCE OF TECHNOLOGY PROFESSIONAL SERVICES
2022-12-14 08:00 - 17:00 UTC
For years, the death of technology professional services has been greatly exaggerated. It was nearly common knowledge that professional services was on its way to the dustbin of history, made obsolete by the rapid advancement of cloud technology and the swallowing of everything by software, managed services, and customer success.
But more recent trends and developments have brought this dynamic into even sharper relief. As technology providers have struggled to navigate industry transformation, they have also whipsawed among very different views of the proper charter, profile, and financial model for professional services.
Then a funny thing happened. It became clear that technology company success and customer value were much harder, if not impossible, to achieve without a mature, high performing professional services organization. As a result, important questions are arising.
Join this 45-minute webinar where George Humphrey, VP and Managing Director of Service and Delivery Optimization Research and Advisory and Bo DiMuccio, Distinguished VP, Professional Services Research and Advisory will discuss these pressing questions and more.

How do we know that PS is experiencing a resurgence?
Why is this the case?
What should technology companies be doing to ensure that they are fully taking advantage of the opportunities represented?

Presented By:
Bo Di Muccio, Ph.D.
Distinguished VP, Professional Services Research and VP, TSIA Advisory Delivery, TSIA
George Humphrey
VP & Managing Director, Service and Delivery Research and Advisory, TSIA

ALIGN SUPPORT AND SUCCESS WITH ACTIONABLE ACCOUNT HEALTH SCORES
2022-12-13 19:00 - 20:00 UTC
Customer support and customer success are two sides of the same coin. Both are critical to the business, and both are at their best when they are being strategic and proactive rather than tactical and reactive. A positive support experience is linked to higher renewal rates, so it makes simple sense for success teams to leverage support data.
One simple yet incredibly effective way is to generate health scores from support interactions. This creates a leading indicator for support AND success, going beyond lagging indicators like surveys, to drive more actionable insights. In this webinar, we’ll highlight how mining support interactions can power more valuable health score data. And we will show how simple it is to leverage this data inside both support and success teams using cloud-based AI-powered tools. Join us to see how you can:

Make health scores a leading, actionable indicator.
Better align support and success initiatives.
Leverage artificial intelligence, machine learning, and sentiment analysis to access health data quickly and easily.

Presented By:
John Ragsdale
Distinguished VP, Technology Ecosystems, TSIA
Martin Schneider
Chief Evangelist and Head of Solutions Marketing, SupportLogic

DRIVE EXPANSION REVENUE AND LEAD GENERATION WITH CUSTOMER SUCCESS
2022-12-08 19:00 - 20:00 UTC
Companies trying to scale their revenue growth are constantly looking for ways to cost-effectively generate more qualified leads. In terms of expansion opportunities within their existing customer base, they want to convert leads to opportunities and ultimately close those opportunities as quickly as possible.
In order to generate more expansion revenue, companies are having their customer success teams identify, qualify, and (in some cases) close expansion opportunities. At TSIA, we’ve conducted research on how customer success teams can drive expansion revenue while still helping their customers achieve successful business outcomes.
During this 45-minute webinar, we will share recent customer success trends for identifying and creating leads to drive incremental revenue. Topics include:

The role that customer success plays in the expansion motion.
Whether the sales or customer success team is better positioned to identify and nurture expansion leads.
The cost of expansion lead generation.
Attributes you should look for when recruiting CSMs that will perform expansion activities.

Don’t miss this opportunity to gain access to TSIA’s latest research on customer success trends involving expansion revenue.

Presented By:
Marc Troyan
Director, Customer Success Research, TSIA
Darlene Kelly
Sr. Manager, Customer Success Research, TSIA

Virtual Roundtable | The Evolution of XaaS Customer Success
2022-12-08 19:00 - 20:00 (Europe/Paris)
AGI Technology Roundtable | The Evolution of XaaS Customer Success

Thursday, December 8 | 2 – 3pm ET

Customer success has evolved into the cornerstone of a successful recurring XaaS revenue model. But how are leading companies changing coverage, engagement models, organization structure and the overall customer success role to keep up with the evolution?

Join leading technology customer success executives to uncover the answer to these questions, backed by Alexander Group’s recent research, and ensure you’re building your best customer success team for 2023.

EVERBRIDGE SUITE BASIC MESSAGE SENDER TRAINING FOR INCIDENTS
2022-12-08 19:00 - 20:00 UTC
Please join us for an interactive customer-only webinar with the Everbridge Customer Success Team, who will review the process to send an Incident Notification from Everbridge. This session will go through the basics of launching an Incident and follow up reporting, covering best practices of:

Selecting an Individual Template or Scenario
Entering Details
Incident Review (Message, Contacts, and Settings)
Sending the Notification
Notification Follow Up and Reporting

*The intended audience are users who have access to the Incidents module in Everbridge and are either an Incident Operator or Administrator who are new to or would like a refresher on the basic process of sending an Incident Notification with Everbridge Suite.

INCIDENT LIFECYCLE MANAGEMENT: YOUR GATEWAY TO ACHIEVING CUSTOMER OUTCOMES
2022-12-07 19:00 - 20:00 UTC
Over the past year, TSIA has received a high number of inquiries related to incident lifecycle management. At TSIA, we’re surprised by the number of companies that are facing this challenge, which can negatively impact Support’s ability to deliver customer outcomes. But don’t worry—we’ve got your back.
In this 45-minute webinar, we will discuss the common struggles that support organizations experience while servicing thousands of incidents and cases each month.
We will walk through the best practices and related capabilities that can help improve your end-to-end incident lifecycle process to scale your support organization, referencing:

Common support challenges.
Key definitions.
Drivers for response and resolution time.
Recommended case management capabilities and processes.
Data correlations that affect customer satisfaction scores.

If your support organization is struggling to improve the effectiveness and efficiency of your incident lifecycle management process, this webinar is for you.

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