A series of intimate discussions about the Customer Success profession, featuring the world’s leading CS thought leaders in conversation with our very own Founder & CEO Rick Adams. Each guest selects their own preferred topic to discuss with their host, and the conversation takes place in an informal “coffee bar” style format, and could in theory lead in any direction whatsoever! Welcome to our brand new format for 2021, where each event is recorded LIVE in front of an audience.…

These events are an entire series that cover the Practical CSM Framework over the course of the year. The “Overview” session is actually repeated several times throughout the year, and in each remaining month, one of the seven Framework Phases is dealt with in more detail, starting in March with Phase 1: preparation and ending in November with Phase 7: Evaluation. Each event goes out LIVE in front of an audience and questions from attendees are encouraged. All sessions are…

Customer Success Management is one of those roles that sits in the middle of many existing duties such as Sales, Marketing, Project Management, Change Management, Product Support and many others. It takes aspects of each of them (and more) and re-utilizes those aspects for its own purpose – that of assisting the customer to attain its desired or required outcomes from the products and services it has purchased from us. To be a good Customer Success Manager therefore requires an…

Each month Jeff takes you through each core function using excerpts from his new book: Customer Experience Management Field Manual (www.cxfieldmanual.com), in a series illustrating what each function can do to enable your own CX program to grow and mature for its intended purpose.

The one constant in life is change, and in fact the world seems to be changing more rapidly now than ever before. Just like for everything else, the change we see happening around us has implications for the Customer Success profession, not least because as CS professionals we tend to find ourselves working for companies that are themselves at the leading edge of technological change, and many of whose customers are also leading this charge forwards into a (hopefully) better…

Women Leaders in Customer Success is a LIVE monthly podcast interview series aimed at exploring the minds and understanding the thought processes of some of Customer Success Management’s most important female leaders. Each month, a special guest is selected and invited to talk on a topic of their own choosing. The events are hosted by our very own Head of Global Sales, Banafche Garnier. Banafche is a Customer Success training and certification expert who spends her time helping Customer Success…

The full title for this brand new, FREE and LIVE twelve-part series for 2021 is Researching, Developing, Implementing & Managing a Modern Customer Success Service, and each month, one aspect of creating a modern Customer Success service is analyzed and discussed in depth. A member of the audience creates the notes, and all audience members are invited to contribute with their own thoughts and questions. This series is aimed at Customer Success leaders and senior professionals, and deals primarily with…