Practical CSM Academy

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

Coffee Bar Conversations - The Role of AI in Customer Success
2022-08-25 17:00 - 18:00
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.

Customer Success at Halftime 2022 - Five Things To Do Now
2022-08-26 10:30 - 11:00
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

Ensure Customer Happiness through Service Success for Manufactures
2022-09-01 19:00 - 20:00
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 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.

How to Build a Support Automation Framework
2022-09-07 10:00 - 11:00
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

The Role of Customer Success Management In an Economic Recession
2022-09-07 17:00 - 18:00
For most businesses, finding brand new customers can be an expensive and time-consuming activity, especially during economic downturns where new customer growth can be hard to achieve. That being the case, what can the Customer Success Team do during difficult times to help the business stay afloat and remain profitable and perhaps even continue to grow?
Direct link to the Live Room – https://event.webinarjam.com/go/live/294/1nxg5a1wbpsxs4

September CSM Office Hours
2022-09-08 16:00 - 17:00
Thursday, September 8, 2022
110:00am – 12:00pm ET
Host: Andrew Marks
Topic: TBD
REGISTER NOW
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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.

Go from "What Now?" To "What's Next?"
2022-09-08 17:00 - 18:00
The Durable Growth Playbook will change how your business handles the market.

The businesses that succeed are those that can drive growth regardless of the economic environment. They can equip their customer success teams to drive greater net revenue retention and empower their product teams to drive greater product adoption and product-led growth. And they can emerge from downturns more efficient, more capable, and more durable.
Join Gainsight Chief Customer Officer Kellie Capote as we take you through the steps to driving durable growth in this six-part series.

How Livestorm keeps a 95% CSAT score with automation
2022-09-13 17:00 - 18:00
Presented by
Immacolata Baettig, Senior Account Executive, Intercom | Elif Koral, Head of Customer Experience, Livestorm

About this talk
Livestorm was growing fast—and their support team couldn’t keep up. There wasn’t enough time in the day to deliver the personal support their customers loved. Enter chatbots and automation. With the right support strategy, Livestorm took the pressure off their team, letting them spend more time on the customer relationships that needed attention the most. In this webinar, Elif Koral, Head of Customer Experience at Livestorm, will explain: – How chatbots resolved 33% of common questions instantly – The framework that kept their team from burning out – How getting proactive shortened first-response time by 83% while keeping a 94% CSAT

Driving Customer Engagement Featuring Branch
2022-09-13 22:00 - 23:00
Before digital products became the business, customer acquisition was the end game. But that’s no longer enough. Today’s winners are optimizing for engagement, activation, loyalty, and the end-to-end digital journey.
In this two-part webinar series, experts from Amplitude will discuss the metrics, frameworks, and tools that are helping today’s most successful brands move beyond thinking of digital as a collection of channels or acquisition funnels, and instead as the complete customer journey.

September 1 at 9:00 a.m. PT / 12:00 p.m. ET: Optimize for Retention
September 13 at 12:00 p.m. PT / 3:00 p.m. ET: Driving Customer Engagement Featuring Branch

In this second session,Driving Customer Engagement, attendees will learn:

What product-led growth means and why it matters
Why new customer activation and engagement are key to your product strategy
How to focus your product team to find new ways to deliver value to your users

Customer Success Summit
2022-09-14 - 2022-09-16
Join us in Miami and get the best of inspiration and innovation at our 2-day global gathering of expert customer success practitioners and innovative customer journey creators.
Welcome to Miami

Dive right into a dynamic, engaging program that’s interactive and community-led so you can create and exchange CS best practices and tools to drive your individual growth and the collective success of our industry.
A collaborative experience
Come together with customer success managers, developers, customer journey designers, and data integration and implementation leads to create unique engagement models that generate customer value. Discover how Composable Customer Success enables organizations to scale and grow through automation, personalization, real-time monitoring, and optimization.
Best of all, it takes place in Miami, a global epicenter of arts, entertainment, creativity, and culture!
Get best-in-class coaching
Access powerful insights from industry thought leaders and experts that you can immediately act on to drive growth and better customer outcomes. Plus, get hands-on training and tips from Totango experts.

Work through powerful customer success plays
Dig into real-world scenarios (good, bad, and ugly) and get DIY how-tos that you can drive customer success faster with SuccessBLOC templates and simple automated tools.
Find allies and build bonds
Network, collaborate, and share with your favorite CS peers and new faves. See if your team’s a winner with the Customer Success Hero Awards!
Live your best life with fun and sun
Enjoy a refreshing, leisurely stay on Miami Beach and explore the arts, architecture, and fashion in the Miami Design District.

Customer Success Management in Service - Executive Service Roundtable.
2022-09-14 15:00 - 15:30
Your customers are increasingly focused on the value or outcome they get from your products, solutions and services.
And as your services become more remote and predictive, they also tend to become less visible and tangible.

This increases the risk of your customers not achieving the outcome, or not seeing the outcome they got from your products, solutions and services.

This will have a major impact on:
• How you sell your services and solutions.
• How you enable your customers to get the value or outcome they are after.
• How you demonstrate the value or outcome your customers achieved.

In September, we will be running 2 sessions of the Executive Service Roundtable, about “How to drive growth with Customer Success Management in Service”.

Cannot make this?
On September 15, we will be running a session on this topic too, for participants in the EMEA and APAC.
Reserve your seat for September 15th

Conducting the Expansion Sale [Webinar]
2022-09-14 16:00 - 2022-09-22 17:00
With nearly 80% of revenue coming from existing customers, customer success seems to be an underutilized role.

So how can you become advocates for the growth and realize your customers’ value? 📈

We’ll reveal all in our session on Wednesday, September 14 with Corporate Visions. 📅

8am PDT | 11am EDT | 4pm BST – discover:

✅ The crucial role of customer success
💰Why it’s vital to articulate value to existing customers
🤝How sales and CS can collaborate to facilitate retention and expansion conversations

The Workforce of the Future
2022-09-14 17:00 - 18:00
The working world has changed and so must technology. Outdated Employee Monitoring solutions that rely on intrusive surveillance techniques breach employee privacy and erode trust.

The net result is often a culture of skepticism, caution, and doubt amongst a workforce. With the Work-from-Anywhere movement here to stay however, the need for senior leadership and management to learn from, protect, and respect the workforce is more important than ever.

Join Rajan Koo, Chief Customer Success Officer with DTEX Systems, and a special guest from the digital transformation practice at the one of the world’s leading consulting organizations as they discuss:
-The results of PwC’s recently published ‘The Future of Work’ research;
-The established requirement for privacy;
-The opportunities workforce intelligence offers organizations to accelerate digital transformation initiatives and supercharge human capital management programs;
-And how contextual behavioral intelligence fosters better outcomes for employees and the organization.

KnockTalk Live: What Will a Great Customer Experience Look Like in 2023?
2022-09-14 20:00 - 21:00
What’s the secret weapon many PMCs are using to improve the customer experience? Artificial intelligence (it’s not as complicated as you think!).

Sheri Killingsworth, VP of Marketing & Communications, and Nicole McLemore, National Director of Marketing Operations, from Lincoln Property Company, will join Knock’s VP of Customer Success Hanna Hilts to explore how AI can improve the prospect experience — and why owners and operators are leaning into AI more than ever before.

Ready to give AI a try? Get in touch with us to learn about our AI and automation features.

Customer Success Management in Service - Executive Service Roundtable,
2022-09-15 09:00 - 10:00
About
Your customers are increasingly focused on the value or outcome they get from your products, solutions and services.
And as your services become more remote and predictive, they also tend to become less visible and tangible.
This increases the risk of your customers not achieving the outcome, or not seeing the outcome they got from your products, solutions and services.
This will have a major impact on:
• How you sell your services and solutions.
• How you enable your customers to get the value or outcome they are after.
• How you demonstrate the value or outcome your customers achieved.
In September, we will be running 2 sessions of the Executive Service Roundtable, about “How to drive growth with Customer Success Management in Service”.
Cannot make this?
On September 14, we will be running a session on this topic too, for participants in the EMEA and Americas.

CSN Cafe – Copenhagen
2022-09-15 15:00 - 17:00
An informal monthly catch-up for Customer Success Managers of all levels to meet virtually, 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 virtually over a cuppa ☕️

These cafe’s provide a great opportunity to build your connections in your professional network as well as establish a central hub where people can share ideas and industry insights.
In Copenhagen we meet monthly with larger quarterly events where a guest speaker presents their findings, experience, failures, and successes on a particular topic (followed by breakout discussions)
In this quarter’s larger event, we’re joined by Hélène Hulthin Hagnéré, owner of the Customer Success consultancy, SCHHH. Hélène will discuss the topic of customer onboarding, more specifically: X
This is not to be missed for any Customer Success Professionals. Look forward to seeing you there.

The Right Data at the Right Time
2022-09-15 18:00 - 18:30
When it comes to monitoring your customer’s success, there are about a million and one things you need to be aware of. From day-to-day behaviors such as account usage to subtle changes in satisfaction and sentiment, each is a piece of the puzzle that comes together to form the snapshot success. And the secret recipe to seamlessly having relevant data during the most critical time is simply a cup of customer segmentation, a dash of playbooks, and a sprinkle of automation.
Join this 20-minute webinar with Han Yi, Account Executive at ChurnZero, to learn how our top features can help you monitor, understand, and proactively act on critical customer behavior.
In this webinar, you’ll learn about:

The events affecting customer health that CSMs can easily monitor
Creating customer segments to identify customer needs instantly
Utilizing alerts and playbooks to prevent disengagement through automation

Better Than Average CX: Ways To WOW Your Customer
2022-09-15 19:00 - 20:00
Consumers expect customer service to be better than ever—and 80% say the experience a business provides is as important as the products or services it offers.
So, how can you “WOW” consumers and make every interaction even better than they expect?
Join speakers Tamsin Dollin, Director, Product Marketing, and Catherine Forino, Senior Product Marketing Manager at NICE to explore innovative ways to wow your customers and deliver better than average CX!
By the end of our webinar, you’ll learn how to:

Improve CSAT and NPS
Create fierce customer loyalty
Remove friction from the journey
Plus, you’ll reduce cost to serve!

September CSOps Office Hours
2022-09-16 04:00 - 05:00
Thursday, September 15, 2022
11:00am – 12:00pm ET
Host: TBD
Topic: TBD
REGISTER NOW
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.

Customer Success Summit 2022
2022-09-16 08:00 - 17:00
Europe’s Startup Customer Success Summit, 1 day, 15 experts, infinite insights to scale your startup’s Customer Success.

About this event

Here you go for the full agenda:
9:30-10:00 👉 How to Pitch Customer Success to your Sales-Focused Founders – Valentina Ricupero from Valentina Ricupero Business Consulting
10:00-10:30 👉 Scaling up Customer Success for 50K customers – Pilar Martin from Bexio
10:30-11:00 👉 How to Scale your Company with Digital Customer Success – Dennis Ollig from Perspective.co
11:00-11:30 👉 Creating the CS Function from Scratch – Do’s and Don’ts – Ewelina Hulboj from Unique
11:30-12:00 👉 Change Management in Customer Success – Christoph Magistra from Microsoft
13:00-13:30 👉 Transition from Firefighter to Success Hero – Maximilian Hoppe from contentbird
13:30-14:00 👉 How to Deal with Difficult Customers – Dominik Waltburger from LARI
14:00-14:30 👉 Customer Segmentation – Elena Francesconi from Urban Sports Club
14:30-15:00 👉 Setting New Customers Up for Success – John Gaspar from Frontify
15:00-16:00 👉 Panel discussion: How Does Scaling the Whole Organization Affect Customer Success? Panelists: Stefan Kiefer from SoSafe, Giulia Scotti from Scandit, Pascal Brem from Skribble, Andreea Cotabitiu from Locatee.
16:30-17:00 👉 Customer Success as a Leadership Function – Clemens Immel from Sharpist

3 Data-Driven Personalization Strategies to Increase Customer LTV
2022-09-20 16:00 - 17:00
Strong customer relationships are at the heart of all great and growing brands. Yet, it’s increasingly challenging for today’s marketers to meet customer expectations —making personalization critical to beating out the competition and driving efficient business outcomes.
According to Twilio Segment’s The State of Personalization 2022 report, nearly half (49%) of consumers say they will likely become a repeat buyer after a personalized retail shopping experience.
Delivering unique experiences based on each customer’s wants and needs requires a data-first approach. Marketers who can achieve a complete view of their customers and orchestrate personalized journeys in real-time are the ones who will ultimately attain long-term customer loyalty and avoid rising customer acquisition costs.
In this webinar, Twilio Segment’s Sr. Product Marketing Manager will share how the company is making this ideal state a reality for marketing teams across industries. You’ll learn:

The latest data trends in personalization, first-party data, and consumer loyalty
Why establishing a modern customer data foundation is the key to delivering unified, personalized customer experiences at scale
How leading consumer brands are building personalized experiences to drive results across the customer journey—from acquisition and conversion to retention and loyalty

UNLOCKING PREMIUM SUPPORT SUCCESS WITH THE RIGHT PROCESS AND TECHNOLOGY
2022-09-20 19:00 - 20:00
Join us September 20, 2022
11:00 AM PT / 2:00 PM ET
TSIA’s latest book, Digital Hesitation, discusses the value maze in most B2B companies. “Piece by piece, decision by decision, department by department, you have built a maze around your core value proposition. Your customers must navigate that maze, and it usually is extremely arduous.”
While the key to navigating this maze includes several layers, including building a great DCX, reducing time-to-value, and product-led growth, it’s your support teams who have the most probable chance of successfully clearing the path. Ultimately, they are the ones interacting with your customers the most!
Enter Premium Support, which enables support leaders to drive the transformation of support organizations from a cost center to a profit center. This empowers the support function to target revenues to resourcing and premium advanced delivery and take the entire customer experience to the next level. Premium Support is also a retention driver that ensures your customers effectively mature and expand their product usage to achieve their goals and realize their potential. However, according to the TSIA Support Services Benchmark, only 16% of customers are on Premium contracts.
To explore this disconnect, join us at our upcoming webinar where John Ragsdale, Distinguished Researcher and Vice President Technology Ecosystems, TSIA, interviews Patricia Lughezzani, Customer Experience Executive and Ex-Global Head of Support Strategy and Operations, Adobe, and Vishal Sharma, Chief Technology Officer, SearchUnify. Key discussion points include:

How can support leaders prove value to get a seat at the strategic table?
What should be the ideal technology infrastructure for premium support?
What metrics do you need to measure to ensure Premium Support is able to deliver a tangible value to the customer?

Presented By:
John Ragsdale
Distinguished VP, Technology Ecosystems, TSIA
Vishal Sharma
Chief Technology Officer, SearchUnify
Patricia Lughezzani
Customer Experience Executive & Ex-Global Head of Support Strategy & Operations, Adobe

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

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

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

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

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
