October 2021
Basic Skills for Customer Success Managers – Time Management
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…
Find out more »Part 10: Measuring and Evaluating
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…
Find out more »Customer Experience Management Field Manual – Part VII: War Gaming and Part VIII: The Battle Plan
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.
Find out more »PulseLocal OC Virtual: How-To Happy Hour
THIS MONTH'S EVENT IS VIRTUAL AND WELCOME TO EVERYBODY! Join us for a lively "How-to" Happy Hour session sponsored by Gainsight! This podcast-style interactive "show" where we dish and discuss with YOU all things Customer Success/Support/Sales/Marketing /Product/Experience/Success...again, etc., or as I like to say #CustomerEverything! This is an interactive session to solve YOUR customer challenges. Do you have a customer-specific challenge you're currently struggling with? A ghosted customer? A new CSM and not sure where to start? A Director of…
Find out more »Coffee Bar Conversations with Rick Adams: The Customer – First Economy with Jared Orr
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.…
Find out more »Customer Success in the Digital Era with Omid Razavi
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.…
Find out more »November 2021
The Practical CSM Framework – Phase 7: Engagement Evaluation
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…
Find out more »Becoming the Best Possible CSM – Develop the Right Personal Qualities
Described by more than one attendee as “the best course I have ever attended”, this 60 minute overview of the role of Customer Success Manager focuses on how to become the very best CSM possible. The conversation focuses on key concepts such as what “Customer Success” really means to the customer and on how to master the four core domains of Customer Success Management excellence. Includes access to our personal self-assessment tool after the course.
Find out more »Basic Skills for Customer Success Managers – Emotional Intelligence
Described by more than one attendee as “the best course I have ever attended”, this 60 minute overview of the role of Customer Success Manager focuses on how to become the very best CSM possible. The conversation focuses on key concepts such as what “Customer Success” really means to the customer and on how to master the four core domains of Customer Success Management excellence. Includes access to our personal self-assessment tool after the course.
Find out more »Creating a Modern Customer Success Service – Rick and Peter – Reporting & Collaborating
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…
Find out more »Customer Experience Management Field Manual – Part IX: The Generals
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.
Find out more »Coffee Bar Conversations with Rick Adams – Winning Back a Customer After a Poor Experience with Jim Buscaglio
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.…
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