Practical CSM Academy

Customer Loyalty
2022-10-06 17:00 - 18:30 UTC
This session is designed to provide an overview on customer journey mapping.

About this event

This is part two of a three part marketing series.
This session is designed to provide an overview on customer loyalty, setting it up within your business to be able to create loyal customers who will help you reach your current business goals. You will gain tips and tricks of what information you will want to collect from your customer, what easy things that can be done to increase loyalty and appreciation.
Session Philosophy: Keep things simple, test and learn, celebrate wins, workshop style discussion.
Session Overview:

What is customer loyalty
How do you measure customer loyalty?
Customer Loyalty at each stage of your business
CRM (Customer relationship management) and Marketing
Types of loyalty marketing offers (with examples)
Questions

Join us for Part 3 on October 26th 12:00pm – 1:30pm.
About The Presenter – Chantel Escoffery
Proactive, self-motivated Marketing Professional with over 22 years’ experience within the gaming, charitable gaming, non for profit, online legal products, financial, travel and retail/ service industries for both consumer and B2B markets. In-depth knowledge and understanding of marketingadvertising techniques, and customer loyalty strategies. Strong analytical skills and problem-solving abilities to make sound business decisions and provide creative strategic marketing plans.

The Customer Success Conversation: Raising the Customer Success Profile
2022-10-05 14:00 - 15:00
For passionate professionals to share knowledge on customer retention & growth, career progression & move customer success up the agenda!

About this event

Welcome to The Customer Success Conversation!
This free monthly online meet up brings together customer success professionals to meet peers, learn from others and share your own experiences in a safe and supportive environment.
This session of The Customer Success Conversation will be about raising the profile of the customer success team and role internally. Despite phenomenal growth and recognition as a relevant and key role, Customer Success is often bumped down the priority list. The role of Chief Customer Officer is nowhere close to common place and many CS professionals are over worked and under appreciated. Let’s discuss how you can start to make change happen and hear from others who have managed to raise the importance within their companies.
Common challenges customer success professionals face are:

A general lack of awareness within the company of the value of Customer Success and specific output
A focus and celebration of new logo sales above retention and expansion of existing customers
A lack of appropriate renumeration, with other teams often receiving credit for work done by CS
Reporting lines into Sales leadership rather than a Customer Success specific C-Level role, leading to competing resource justifications, with sales often winning

Who is this event for?
This event is for all customer success professionals, leaders, individual contributors and those just looking to understand the role of customer success better.
Why Attend?
Meet peers, learn and share on topics experienced across the role of customer success

HOW TO CREATE AN OUTCOME - FOCUSED COMMUNITY JOURNEY
2022-10-04 19:00
Join us on October 4, 2022
11:00 AM PT / 2:00 PM ET
Join Adrian Speyer, Head of Community at Higher Logic for a discussion on how community drives outcome across the customer journey. Adrian will share an action plan on each customer touchpoint and the outcome you can impact, with examples of real-life communities. Here is a sample of the areas of focus:

Acquisition: How can the community help prospects learn about your business and the solutions you offer?
Conversion: What impact can the community have on converting prospects to customers?
Retention: What community programs can you create to keep customers happy—and returning?
Loyalty: How can your community assist in moving customers from just members to brand promoters?

No matter the current state of your community program, either nascent or thriving, this session will guide you to better results for your organization.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Adrian Speyer
Head of Community, Higher Logic

The Customer Conference Dublin 2022 – The Morrison Hotel
2022-10-04 08:30 - 18:00
The Customer Conference Dublin 2022 image
The Customer Conference – the leading CS conference, is coming with its Dublin edition in October!
This Autumn, we are bringing leaders and individual contributors from all corners of customers success to uncover our Pathways to Growth!
Join us to discuss everything about CS and growth – be it revenue growth, personal growth or professional growth. We will dive into exciting topics such as:
⭐️ the theory and operationalisation of CS revenue ownership
⭐️ the role of CS Operations in business growth
⭐️ how to develop and grow your CS team as well as yourself as a leader
⭐️ ️ how to align with other leaders and executives to achieve business growth
⭐️ how to prepare yourself and the rest of your business, for a diverse and productive workplace of tomorrow.
The conference day will include key notes, panels, and workshops specifically designed to fit each professionalisms and levels of seniority – from CSMs, through Operation Managers, to senior managers and executives. Join us to learn and develop together!

Unifying Customer Engagement Strategies for Marketing— with Harvard Business Review Analytic Services
2022-10-04 08:00 - 17:00
In today’s economy, customer retention is more important than ever.

So Harvard Business Review Analytic Services recently asked business leaders how they’re meeting the moment—and 88% said ongoing customer engagement is critical to their bottom line.
But what does that mean for marketing teams?
Join us as we dive into the just-released Harvard Business Review Analytic Services research sponsored by Intercom on the latest customer engagement insights and strategies. We’ll also be chatting with marketing leaders about how they’re unifying their customer experiences in order to keep their businesses growing in the years to come.
You’ll discover:

How businesses are connecting their tools and strategies to scale personalized customer engagement
How to build the teams and culture that improve collaboration

How marketing leaders are working with product, sales, and support to engage customers across the entire journey

NEW INSIGHTS IN WORKFORCE MANAGEMENT FOR FIELD SERVICE
2022-09-29 19:00 - 20:00
Join us September 29, 2022
11:00 AM PT / 2:00 PM ET
Managing a field service workforce is difficult, and the stakes are high. With field techs on site in the home or office of your customers, they have a huge impact on account satisfaction and brand perception. With the average cost of an on-site field visit averaging over $400, inefficiencies impact both the employee and the customer experience…and the bottom line.
To navigate these complexities, service leaders are looking at ways to digitally enhance and streamline processes for workforce management. With the age of the schedule and dispatch tools used by B2B tech companies averaging seven years, and mobile tools averaging five years, it is unlikely aging technology is taking advantage of recent innovations.
Join TSIA and ServiceNow for a discussion about:

How companies are using automation and AI to empower teams.
Ideas to simplify work for dispatchers and field service resources, and how to create a great workplace.
Ways field service organizations are using augmented reality (AR) to train, support, and guide field service technicians, and help deflect unnecessary dispatches.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Tom DeVroy
Sr. Advisory Solution Consultant, ServiceNow
Beth Colehower
Director, Product Marketing, Field Service Management, ServiceNow

CSN Cafe French Riviera
2022-09-29 17:30 - 19:00
An informal monthly catch-up for Customer Success Professionals of all levels to meet and discuss challenges over a coffee.

This cafe is designed for Customer Success Professionals of all levels to meet, discuss challenges and share best practices in the industry in a friendly atmosphere.
These cafe’s provide a great opportunity to build your connections in your professional network as well as establishing a central hub where people can share ideas and industry insights. We will also have featured topics every 2 months across all our cafes to discuss & learn more about.
VENUE

Le MK

Avenue Roumanille, 06410 Biot
Biot, 06410 FR

This is not to be missed for any Customer Success Professionals. Look forward to seeing you there.

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

Coffee Bar Conversation - Customer Success in Northern Europe
2022-09-29 17:00 - 18:00
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 ambiance 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.

Customer Discovery – The Secret to Startup Success
2022-09-29 16:30 - 17:30
Join us for a two-part workshop on the fundamentals of customer discovery.

About this event

Every successful entrepreneur knows that customer discovery is an essential first (and ongoing) step in creating a new product, service, or business. Understanding who your potential customer is, what keeps them up at night, and what motivates them to solve those challenges, provides the foundation for everything from product development to more effective marketing and sales.
Join us for this two-part workshop to learn the fundamentals of customer discovery. Session one on September 29 will introduce the key customer discovery concepts and ground rules – along with pro tips for framing the right questions and how to conduct an effective interview. After you’ve had the chance to create your customer discovery plan, the second workshop on October 6 will provide hands-on practice with guidance from our expert coaches. Working together with SPARK’s entrepreneurial team you’ll have the opportunity to perfect your interview process and explore what the results mean for your product or business.
The Customer Discovery series is presented by Ann Arbor SPARK.

CSOs, Harmonize Account Management and Customer Success to Retain & Grow Customers
2022-09-29 15:00 - 16:00
Customer retention directly affects organizations’ growth strategy. Over half of customers seriously consider suppliers other than the incumbent as their renewal or repurchase dates approach. Chief sales officers (CSOs) often underestimate the customer success team’s impact in guiding customers to current value realization and its potential to drive growth. CSOs need seamless interaction partnerships between customer success and the account management team to retain customers and growth. Join this complimentary webinar to learn about critical lessons for building and deploying customer success resources for the management of existing customer relationships.

Learn how to define account management and customer success role responsibilities
Discover how to prioritize and leverage customer success best practices within your industry
Foster organizational alignment by establishing customer success measurements linked to sales results

Why Knowledge Management Is Critical to Business Resiliency
2022-09-28 17:00 - 18:00
How Organizations are Future-Proofing Business by Harnessing Company and Employee Knowledge // Live Wednesday, September 28 at 9am PT/ 12pm ET

Knowledge should be a strategic advantage for your business. The collective knowledge of your organization and its people fuels innovation, improves operations, and helps shape the customer experience. Yet many organizations struggle to capture, preserve, share, and build on their knowledge in today’s fast-moving and increasingly digital-first workplace, leaving them at risk of being left behind at a time when business resiliency is more important than ever.
If companies continue to conduct business in information silos, they are at risk of losing their investments in talent and intelligence, their reputations, operational excellence, and competitive standing. Taking a proactive approach to managing knowledge sets companies up to be both more competitive in times of high growth and derisk business operations when markets change.
Join Jordan Slabaugh, Chief Marketing Officer at Bloomfire and guest speaker Cheryl Mckinnon, Principal Analyst at Forrester Research, as they explore the role knowledge management can play in enabling a more collaborative and effective digital workplace, and reducing business risk by actively avoiding siloed decision-making and institutional brain drain (knowledge loss).
This webinar will cover:

Examining modern business resiliency and how it drives long-term value and impact
Knowledge as a component of the digital workforce and new strategies for managing both successfully
Strategies to turn knowledge into a sustainable resource for your business

Basic CSM - Soft Skills for CSMs
2022-09-28 17:00 - 18:00
Everyone knows that CSMs need a good range of soft skills to be able to perform their role, but what are “soft skills”, and which ones are the most important for CSMs to have mastered? Join award-winning author, speaker, and Customer Success trainer Rick Adams as he provides a detailed description of the exact knowledge, skills, and experience required to perform the role of Customer Success Manager.

Delivering Customer Success at Scale
2022-09-28 10:30 - 11:00
How do you get the coverage model right for Customer Success as you grow? Is it possible to do more Customer Success with the same resources? Can we scale effectively AND improve the customer experience? Join our webinar with special guest Natascha Evans, VP Global Enterprise Customer Success at Salesloft.

Agenda

1. Common challenges in coverage as you grow and scale.
2. How to evaluate your model and where to start improving.

3. Tools, automation and get more leverage on your work.
4. KPIs and health metrics to measure the impact of the coverage model.
5. Where are we going from here? What’s next for Customer Success.

Champion scalable & sustainable growth through the power of Customer Success
2022-09-28 07:00 - 08:00
The long-term success of your business, and your ability to drive market-leading Net Dollar Retention, depends on your ability to retain and grow your current customer base. As the value center of your recurring revenue business, Customer Success plays a crucial role in powering this growth engine. To unlock the potential of this organization, and maximize adoption, retention, and expansion, you must view CS as a true revenue engine and empower them with the investment, tools, and resources to effectively drive sustainable growth.
Join us as we delve into how leading enterprises drive Net Dollar Retention through strategic operations, Customer Success lead qualification (CSQL), and digitally enhanced customer engagement.
Key takeaways:

The role of Customer Success and operations in driving market-leading Net Dollar Retention
How to generate and nurture Customer Success lead qualification (CSQL) to boost expansion
How to create a digital customer engagement model that drives sustainable and scalable growth

Customer Follow-up: The Key to Keeping Customers and Closing More Sales
2022-09-27 18:30 - 19:00
We’ll look at effective ways to follow-up with customers. We’ll also demo the follow-up tool included in every sales training subscription.

About this event

In this webinar, you’ll learn easy and effective ways to follow up with your customers. You’ll also learn to use the customer follow-up tool included in your Furniture Sales Training subscription. We’ll focus the demonstration on using the scripts and templates that make it easy for your salespeople to communicate with your customers.
You pay a lot of money to get customers into your store, and you need everyone who leaves to come back and buy. You cannot afford to have them leave and spend their money somewhere else. Regular communication with your customers will ensure they come to you each time they have a home furnishings need. In this webinar you’ll learn to follow up, win more customers, and close more sales.
Register today! We only have room for 100 participants.
This webinar will be presented by Dr. Mike Petersen, President of The Furniture Training Company. Mike made a career in helping people learn the skills they need to succeed. Having received a Ph.D. in Instructional Design and Learning Science from Utah State University. He has worked with countless organizations including, Cozzia USA, Klaussner, OW Lee, Ernst and Young, The United States Air Force, The 4H, retailers, school districts, and many others. He co-founded LetterPress Software, Inc in 1997.

CS100SUMMIT
2022-09-27 17:00 - 2022-09-30 00:00
2022 CS100 Summit
As in years past, the 2022 CS100 Summit will be held at the amazing Sundance Mountain Resort on September 27-29, 2022.
***CS100 topics and networking opportunities are designed for leaders of customer success teams and executives. If you are a customer success leader, this is your event.***
2022 CS100 Summit Venue
Sundance Mountain Resort 8841 N. Alpine Loop RoadSundance, UT 84604
Summit Mission
Our mission is to create a summit experience where top customer success executives, leaders, and innovators come together to learn what it takes to build a culture of customer success at your company. The CS100 Summit provides customer success executives an exclusive learning environment with like-minded leaders at a phenomenal location to create an atmosphere of inspiration, ideation, strategy, and real-world application around customer success.
The CS100 Summit has exclusive and limited seating. With only 100 seats available, sign up now to secure your seat among the leaders and innovators of customer success. We’ve packed the three-day conference with keynote speakers, boot camps, working sessions, knowledge sharing, peer networking, and fun.
Top-Rated Customer Success Leadership Event of 2022
CS100 Summit 2022 is the fifth iteration of the world’s best customer success leadership conference. This annual conference has been recognized by attendees as the best CS leadership event of 2016, 2017, 2018, and 2019 – and the most meaningful learning experience available for customer success leaders.
**2022 CS100 Summit Agenda will be released as we get closer to the event.**

Localizing Your Customer Support Experience
2022-09-27 17:00 - 18:00
Presented by
Alan Mc Glinchey, Intercom | Abby Olorunnife, Linktree | Dmitry Olenov, Lokalise | Miguel Caetano, Lokalise

About this talk
In this webinar, we will dig into customer support localization or, as they say in the UK/Ireland/Australia, localization! We will be joined by an excellent panel of guests: Abby Olorunnife, Customer Communications Specialist at Linktree, Dmitry Olenovs, Manager of Customer Support at Lokalise, and Miguel Caetano, Product Marketing Manager, at Lokalise, moderated by Alan Mc Glinchey. You’ll hear from our guests on: – When and how to prioritize languages and regions – What systems, tools, processes, and culture are required to scale – Delivering a high-quality customer experience with global multilingual support

7 Key Trends That Will Impact Your Strategic Planning
2022-09-27 15:00 - 16:00
Inflection points and wild cards continually threaten to shake up industries. However, future-fit organizations survive disruption by actively sensing and responding to changes. Still, more than 60% of organizations do not have a formal process for this type of trendspotting, according to a Gartner survey. Executives who are not adequately trendspotting already likely will miss critical inputs to their strategic assumptions and planning. This leaves their organization exposed to blind spots and risk, limiting their ability to capitalize on these opportunities. This complimentary webinar will help executives across functional areas scope key trends and disruptions that enable accurate strategic assumptions. Find out how to factor in emerging macro and environmental trends that could impact your organization’s business models and strategic planning.

Identify critical areas of disruption in 7 key areas
Get Gartner insights on a range of critical macro and environment trends
Factor key trends into your business models and strategic planning

Meet the Future of Customer Success
2022-09-27 08:00 - 2022-09-28 17:00
CS has a seat at the table.
Now it’s time to take the lead.
New challenges CS leaders face:
– New limits on headcount and budget
– Pressure to increase net revenue retention
– Siloed and inaccurate customer data
– Limited CS operations resources
– Lack of visibility into which strategies are working and which aren’t
2 Days. 25 Speakers. No Cost.
You’ll learn:
– Leading strategies for CS in a down market
– The biggest opportunities CS leaders have today
– How top companies are scaling their CS teams globally
– Proven strategies to increase net revenue retention
– What Catalyst is building to power the future of Customer Success

Customer Success in a Down Market: How the CS function can thrive during times of economic uncertainty.
Data-Driven Customer Success: How leading CS teams are getting accurate data and translating that data into actions and results.
Customer Success Tech Innovation: How top CS organizations leverage technology to scale, drive results, and optimize their customer experience.

Transitioning into Customer Success - by Melo Associates
2022-09-26 15:00 - 16:30
The workshop has a short presentation about the CS function. The rest will be Q&A to provide actionable steps to help transition into CS.

About this event

We are Melo Associates, a Recruitment Firm based in Chicago that focuses on Customer Success Recruiting.
We get many questions from awesome professionals that want to move into the Customer Success Function and have created this interactive workshop.
Swati Garg, Managing Director of Melo Associates will be answering questions and providing actionable steps for individuals who are interested in transitioning their career into Customer Success, one of the fastest growing functions in the country.
This workshop will be broken into two parts. The first part will be a brief presentation on the Customer Success function explaining important things to know as you think about transitioning into this function.
The remaining, and majority of this workshop, will be answering questions and providing direct value back to the group. We want everyone to have the opportunity to ask their questions, hear other questions, and leave with actionable steps on their search!
Agenda:
Part 1

Introductions
What is Customer Success and is it right for me?
Yes, it is right for me; How do I approach the Customer Success job search?
FAQs

Part 2

Q & A Session

Come and join us to learn more about Customer Success, and most of all, get direct answers to your questions on how to transition into the Customer Success Function!
We look forward to seeing you there!

To learn more about Melo Associates, check out our website at meloassociates.com.
To learn more about the Customer Success Function, check out The Customer Success Association

No BS Servant Leadership - Learning How To Serve While Leading
2022-09-23 18:00 - 19:00
Date/Time: Friday, September 23 at 12:00pm ET
What is Servant Leadership (really)? Is it for me can it help me become a more effective leader?
We will discuss some truths about this popular leadership philosophy along with some myths that are out there. We’ll discuss some methods for implementation, hurdles and pitfalls to watch out for, and maybe tell a cool story or two.
What can I expect to get from this session?
Hopefully the attendees will glean some real world knowledge about how to implement the principals of Servant Leadership, learn some perspective on leadership in general, and maybe teach me a thing or two along the way!
My hope is that we all leave the session having learned something that we can leverage to help others (and ourselves) become better leaders. Because the world needs more strong leadership now more than ever.

3 Industry Experts Reveal How Value Selling Helps Them Close Deals Faster
2022-09-22 18:00
It can be hard to close deals quickly, especially if you’re not sure how to communicate the value of your product.
Most salespeople try to sell on features instead of benefits, which can lead to a lot of wasted time and effort. Plus, it’s tough to know what really matters to buyers.
In our webinar “How Value Selling Helps Close Deals Faster”, you’ll hear from two sales leaders who have learned first-hand how a streamlined approach to value enablement can transform your business and shorten your sales cycles, including:

How to get buy-in from the top down to ensure your value selling programs are wildly successful
Why value selling is even more important in heavily saturated markets
Different parts of the buyer journey that can benefit from a value-based sales motion

Reserve your seat now!

CX for Growth: Scaling your fintech customer support operations
2022-09-22 17:00 - 18:00
Delivering an outstanding customer experience has become table stakes for fintech companies to be successful.

In this webinar, we will dig into how fintech companies should think about scaling customer support operations.

We will be joined by Norah Ikoh, Head of CX Operations at Kuda Bank and Olaseike Ibojo, Customer Success Manager, Disputes at Paystack, moderated by Alan Mc Glinchey.

You’ll hear from our guests on:
– What are the self-serve support foundations you need to start
– Where and how to embed automation, personalization & proactive approaches
– How do you develop your culture and teams to scale

CX for Growth webinar series is designed for startups covering topics for CX and growth. Casual interview style to hear guests’ insights and ask your questions. Grab your coffee and join us either live or on-demand!
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By registering for this webinar, you agree to Intercom, Paystack & Kuda Bank contacting you with marketing-related emails. You may unsubscribe from receiving marketing communications from Intercom at any time. Intercom’s websites and communications are subject to its privacy policy.

Running on resilience: Sustaining Hyrbrid Work
2022-09-22 16:00 - 17:00
Overview
Remote work is a lasting change emerging from the response to covid-19, having sustained businesses around the world when restrictions on activity forced abrupt changes in their business models. Now, as businesses explore the future of remote and hybrid work, the tug of war between culture and work-life balance begins.
For workers, hybrid work offers flexibility that makes it easier to manage other responsibilities. At the same time, the ability to work from anywhere blurs the line between working and resting hours. Keeping connected around the clock can quickly lead to burnout as workers stay late at their desks to make up for time spent on child care and household responsibilities.
The sustained success of a hybrid workplace hinges on the ability of employers to recognise the risk of worker burnout and prevent it by empowering people to set boundaries. How can workers reclaim their time and what does a resilient workforce look like?
Programmed by Economist Impact and sponsored by Everbridge, this panel discussion will convene workforce and technology leaders to examine the transformation of work and its effect on business continuity.
Key questions to be addressed include:

Hybrid work gives workers more flexibility, but how does it affect the feeling of belonging to a single organisation with a cohesive identity and culture?
How should executives balance flexibility with the potential for burnout? How can leaders still foster a workplace culture in a hybrid work environment?
What does digital transformation look like in a remote work environment?

Gartner Panel: Marketing's New Rules of B2B Buyer Engagement
2022-09-22 16:00 - 17:00
72% of B2B buyers say they prefer a rep-free purchase experience, indicating they are embracing online research and digital commerce buying, according to Gartner research. However, B2B buyers struggle to make high-quality purchases due to factors such as environmental uncertainty, organizational change, fractured group buying dynamics, and exposure to conflicting information. B2B marketing leaders should join this panel of Garner experts to learn how to partner with sales to integrate digital and human engagement. We’ll also share actions you need to take to help key B2B buyer personas conduct the type of learning necessary to confidently reach buying decisions.

Align customer engagement to the digital-first B2B buyer preferences and behaviors
Achieve alignment with sales to develop an integrated commercial strategy
Recalibrate the development and activation of B2B buyer personas to help customers navigate complex purchase journeys

Strategies for Unified Customer Engagement: Customer Support Perspective
2022-09-22 01:00 - 02:00
Presented by
Alex Clemente, Managing Director, Harvard Business Review Analytics Services | Declan Ivory, Intercom | Ali Biggs, Intercom

About this talk
How important is unified customer engagement across sales, marketing, and support? Very, according to the team at Harvard Business Analytic Services, who surveyed enterprise executives and department leaders to learn the challenges faced by organizations when it comes to customer experience. And we’re sharing the results with you. Join Alex Clemente, Managing Director at Harvard Business Review Analytic Services, Declan Ivory, VP of Customer Support at Intercom, and Ali Biggs, Senior Product Marketing Director at Intercom, as they discuss the results and what those findings mean for customer support leaders and teams. You’ll discover: – The key reasons why organizations find unified customer engagement challenging – The role customer support leaders can play in unifying customer engagement – The strategies that can be implemented for modern customer engagement

DRIVE MANAGED SERVICES GROWTH WITH THE RIGHT CAPABILITIES
2022-09-21 19:00 - 20:00
Join us September 21, 2022
11:00 AM PT / 2:00 PM ET
Do you know what the most critical organizational capabilities are for managed services organizations?
TSIA has worked closely with over 200 Managed Service Providers (MSPs) from all regions of the world to understand which capabilities are required to drive successful growth and profitability, and we’d like to share the data with you.
During this 45-minute webinar, George Humphrey, will share findings of the key practices MSPs are employing and how they’re performing with regard to some of the most critical metrics to measure.
Peer groups included are:

Hardware companies (more than 50% of company revenue coming from Product)
Software companies (more than 50% of company revenue coming from Software)
Services Companies (more than 50% of company revenue coming from Services)

Metrics included:

New Recurring Revenue Growth
Recurring Revenue Retention
Profitability (Gross Margin and Operating Income)

Please join us and come prepared to ask questions!

Presented By:
George Humphrey
VP & Managing Director, Service and Delivery Research and Advisory, TSIA

DRIVE MANAGED SERVICES GROWTH AND PROFITABILITY WITH THE RIGHT CAPABILITIES
2022-09-21 19:00 - 20:00

3 Steps to Using Education to Fuel Product-Led Growth (PLG)
2022-09-21 18:00 - 19:00
SEPTEMBER 21, 2022 | 10 AM PT
Skilljar’s own VP of Customer Success, Sara Barnes, and our Manager of Implementation Services, Mike Komadina, will share their secrets to leverage customer education to fuel product-led growth.

Drive growth, at scale, with a tech-touch

All companies benefit when they are more efficient and effective. This is especially true for product-led growth (PLG) companies. It’s critical with this type of business model to reduce friction with user adoption, onboarding, and providing support, especially when serving many (often freemium/non-paying) users. Taking a smart approach to customer education drives move converting customers, reduces churn, and helps power expansion.
Learn from Skilljar’s expertise (a direct result of working with some of the leading product-led growth companies) on how to use self-serve online education to help ramp up new users, get better adoption, and drive business outcomes. Building in self-serve education to new user onboarding flows not only teach users how to use your application, but also expand their broader domain knowledge on deeper topics that drive higher quality product usage.
Join this webinar and learn:

Why education solves most pain points associated with user onboarding at PLG companies
How to use the 3 step D.I.D. framework to combat these challenges and ignite growth

Rally the Troops: How to Win Cross-functional Buy-in for CS
2022-09-20 20:00 - 21:00
It’s critical to start your Customer Success journey off on the right foot. But where do you get started? How do you create the right plan and win support? What metrics matter the most?

Join us to discuss those questions and learn more about:

Establishing cross-departmental roles and responsibilities
Pitching Customer Success to leadership
Measuring and showcasing early successes

Speaker:
Nikki Bishop, Vice President, Customer Success, Seeq
