July 2019
Uncovering the 2019 Trends in Customer Success + Product Management Alignment
As B2B businesses attempt to get closer to their users and turn their attention to resources, technologies, processes that facilitate that goal, they are facing new hurdles. As customers grow to expect more customer-centricity, companies must align their customer success and product management teams in order to provide users with the most successful experience. Join us for a webinar on Wednesday, July 24, 2019 at 2pm ET as we examine the key findings from our 2019 survey, Benchmarks for Customer…
Find out more »August 2019
High-Tech + High-Touch: How to Blend Onboarding Approaches to Maximize User Adoption
Many companies miss the mark on designing an onboarding strategy that sets the foundation for your users’ understanding of your product going forward. Join UserIQ for a recorded webinar where our panel of experts share their top strategies for building a successful and scalable onboarding program, setting and sticking to key milestones, and keeping time-to-value minimal for customers. To register: http://bit.ly/3349ekq
Find out more »September 2019
Live Podcast: “The Jasons Take On… Customer Success as a Growth Engine: Beat Your Competitors and Win Sales by Providing Competitive CS Services”
We all know that customer success is a rapidly growing area of focus for businesses and a growing industry in its own right. Your prospects and customers are facing a wide variety of customer success services, approaches, capabilities and price-points. The customer success services and your ability to deliver customer outcomes is the new competitive battleground for renewal and growth. This poses several new challenges for you from a sales, delivery and success perspective. You need to figure out: •…
Find out more »Using Voice of the Customer to Grow Your SaaS Business
Join UserIQ alongside Charlie Colquhoun and Ellie Wu for a recorded webinar as we explore voice of the customer programs for SaaS businesses who want to engage their users, gather valuable feedback, and use that feedback to guide them in delivering exceptional user experiences. Our panelists share tips, tricks, and best practices for gathering, analyzing, and prioritizing user feedback in a way that is valuable to each department. To register: http://bit.ly/2Ln4D4W
Find out more »October 2019
Customer Success + Product Team Alignment for Better Customer Experiences
Customer success teams are well-positioned to help product managers understand customer feedback so they can make strategic, data-driven product improvements. And likewise, product managers are responsible for embedding the opportunity for success within the product itself. Both roles help shape the customer experience in different ways and are critical to driving value and reducing churn. Join us for a webinar with panelists from BetterCloud, Hashtag CustomerLove, and StackPath to find out: How to better align teams through effective communication Metrics…
Find out more »Live Podcast: The Jasons Take On…Building and Aligning Your CS Services with Integration and Channel Partners
With the rapid growth in customer success over recent years, your customers are now working with multiple customer success managers and team and systems, with multiple vendors for different parts of their overall value chains. How do you best work with your customers to ensure they're achieving the outcomes that they need to from you that contribute to their overall success. How do you work with other vendors' CS teams to best help your customers? You need to figure out:…
Find out more »November 2019
Live Podcast: The Jasons Take On…Product-Led Customer Success
CS is now ingrained in the mindsets of many founders, investors, leaders and companies, but it is still functioning as an add-on to the product and services we offer and provide. How do we make that shift to enable our product and services themselves to drive customer success growth for us. How do we build customer success into our products from day one and how do we move the shift from a people intensive customer success philosophy. You need to…
Find out more »December 2019
Accounting for Customer Success Financially
Are CSMs accounted for as Cost of Goods Sold or as an Operating Expense? This distinction matters because customer success managers act as a unique combination of both account management and customer service/support, with the added goal of securing renewals. These varying responsibilities mean different companies define CS in different ways, which in turn, defines how it fits into the business and where its budget comes from. Join us for a webinar where we'll hear hot takes on this topic…
Find out more »Live Podcast: The Jasons Take On…Creating Proactive Customer Success Teams and Processes
We all know that customer success more often than not starts in the trenches fighting fires with your customers, your sales teams and your product teams and working in that mostly reactive mode and mindset. But for us to help our customers achieve the outcomes that they need to, to be successful, how do we make that shift to being proactive in how we work and then going one step further to being predictive and driving value for your customers…
Find out more »January 2020
A View from the Top: Customer Success for the C-Suite
There are plenty of misconceptions about customer success. In fact, the most common misconceptions are that customer success will always be a cost center and that it’s just glorified customer support or account management. Customer success is a critical piece of the revenue puzzle. But it takes a top-down approach and buy-in from leadership. Join us for a webinar on Thursday, January 23rd, 2020 at 2pm ET as we hear from software executives about how they view customer success, its…
Find out more »March 2020
Customer Success Operations: Driving Efficiency and Productivity in Customer Success Teams
Teams all over the world are discovering that implementing customer success operations is a critical component to building a strong foundation for CS processes that benefit both the company AND the customer. Join us for a webinar on Thursday, March 26th at 2pm ET to hear from an expert panel of CS Operations leaders at Drift, EVERFI, and GitLab about: High-efficiency team structures, capacities, and procedures The critical role of customer success operations for tip-top CS performance How to evaluate your…
Find out more »April 2020
The Practical CSM Framework
. The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases, and provides a pre-created set of responses to the most common challenges faced by the CS professional within each phase. Each response is carefully documented with step-by-step guidance on when and how to perform the necessary tasks within it. This workshop explains the need for and benefits from using a framework, and then…
Find out more »Shifting Tides: How Customer Success Leaders are Adapting to COVID-19 and the New Normal
The times they are a-changin'. As the entire world shifts to more remote, distributed teams than ever, complicated by anxieties and emotions (understandably) running high, and the implications of economic change begin to settle in, we could all use a little direction. Join us for a webinar discussion on Thursday, April 23 at 2pm ET where we’ll hear from customer success leaders about the ways they’re taking action to keep their teams and their customers healthy. We'll talk with leaders from Box,…
Find out more »Customer Success Fundamentals
. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what customer success “is” and how it benefits both customers and the supplier. It explains the role of the Customer Success Manager (CSM) and discusses the knowledge, skills and experience needed to be a good CSM. The event includes a student guide to take away and use afterwards. What is Customer Success Management? Why does Customer Success Management exist?…
Find out more »Customer Success Fundamentals
. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what customer success “is” and how it benefits both customers and the supplier. It explains the role of the Customer Success Manager (CSM) and discusses the knowledge, skills and experience needed to be a good CSM. The event includes a student guide to take away and use afterwards. What is Customer Success Management? Why does Customer Success Management exist?…
Find out more »May 2020
The Jasons Take On… “The Customer Catalyst: How to Drive Sustainable Business Growth in the Customer Economy” (Live Podcast:)
Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. Join us on May 5th for a great double guest podcast with Chris Adlard and Daniel Bausor, to talk about their book “The Customer Catalyst: How to…
Find out more »Customer Success Fundamentals
. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what customer success “is” and how it benefits both customers and the supplier. It explains the role of the Customer Success Manager (CSM) and discusses the knowledge, skills and experience needed to be a good CSM. The event includes a student guide to take away and use afterwards. What is Customer Success Management? Why does Customer Success Management exist?…
Find out more »The Practical CSM Framework
. The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases, and provides a pre-created set of responses to the most common challenges faced by the CS professional within each phase. Each response is carefully documented with step-by-step guidance on when and how to perform the necessary tasks within it. This workshop explains the need for and benefits from using a framework, and then…
Find out more »
Customer Success: Gain Strength Now
In the current pandemic, CEOs and CFOs, looking at the financial numbers, are making decisions about necessary and nice-to-have roles. What do those decisions mean to us as a profession? What must we do about it? How do we gain strength in an organization?
Find out more »Managing Stress
. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what stress “is” and how it is caused, what happens when we undergo stress, and most importantly what we can do both to strengthen ourselves so that we can undergo stress with less harm and to reduce the amount of stress we undergo in the first place. The event includes a student guide and a free workbook to take…
Find out more »Business Fundamentals
This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what a business “is” and how it generates value. It explains business capabilities, customer segments and value propositions and it examines business planning, change management and the fundamental principles of business success. The event includes a student guide to take away and use afterwards. Why do Businesses Exist? Value Creation and Business Capabilities Customer Segments and Value Propositions Drivers…
Find out more »Customer Success Fundamentals
. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what customer success “is” and how it benefits both customers and the supplier. It explains the role of the Customer Success Manager (CSM) and discusses the knowledge, skills and experience needed to be a good CSM. The event includes a student guide to take away and use afterwards. What is Customer Success Management? Why does Customer Success Management exist?…
Find out more »The Practical CSM Framework
. The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases, and provides a pre-created set of responses to the most common challenges faced by the CS professional within each phase. Each response is carefully documented with step-by-step guidance on when and how to perform the necessary tasks within it. This workshop explains the need for and benefits from using a framework, and then…
Find out more »Managing Stress
. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what stress “is” and how it is caused, what happens when we undergo stress, and most importantly what we can do both to strengthen ourselves so that we can undergo stress with less harm and to reduce the amount of stress we undergo in the first place. The event includes a student guide and a free workbook to take…
Find out more »Business Fundamentals
. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what a business “is” and how it generates value. It explains business capabilities, customer segments and value propositions and it examines business planning, change management and the fundamental principles of business success. The event includes a student guide to take away and use afterwards. Why do Businesses Exist? Value Creation and Business Capabilities Customer Segments and Value Propositions Drivers…
Find out more »June 2020
The Practical CSM Framework
. The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases, and provides a pre-created set of responses to the most common challenges faced by the CS professional within each phase. Each response is carefully documented with step-by-step guidance on when and how to perform the necessary tasks within it. This workshop explains the need for and benefits from using a framework, and then…
Find out more »August 2020
How to manage stress and practice mindfulness as a CSM
The role of a CSM is not an easy one. There are demands on your time, your skill, and your emotional bank. Knowing how to manage the day to day stress is vital for your mental health, and may I dare say sanity. We are excited to have Scott Shute – Head of Mindfulness and Compassion, LinkedIn join us to discuss techniques to help manage the day to day stress as a CSM. Come ready to practice your new skill!…
Find out more »Future of SaaS Festival APAC
This event brings together SaaS leaders from APAC’s largest companies and most exciting start-ups for 2 days of thought-provoking content & peer learning. Whether you're based in APAC or looking to break into the market, you can tap into the knowledge and insights gathered by SaaS leaders, take their experience with you and transform your path, product and company. To Register: https://festivalapac.futureofsaas.io/
Find out more »September 2020
PulseLocal Covid Convos
The next PulseLocal virtual event is on Wednesday, September 16th at 5:30pm Pacific Time. Customer Success advocates from Wrike, Johnson & Johnson, and Mitek Systems will talk about how they are adapting to work and team challenges brought on by the new normal. Register for free at: https://bit.ly/PulseLocalCovid
Find out more »PulseLocal SoCal “BookShop” Series
For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure, (2) roles & responsibilities, (3) support, (4) services, (5) monetization, (6) technology, (7) metrics, (8) and more, while getting your entire company working together in total service to your customer. The "BookShop" goal is to: Learn how to successfully integrate Customer…
Find out more »Connected Customer: The Virtual Sessions
From 22 September to 1 October, Connected Customer: The Virtual Sessions will bring you live panel discussions, interviews and networking each Tuesday, Wednesday and Thursday, covering the hottest topics in customer experience right now. Hear from our impressive line-up of CX change-makers as they share their customer innovation strategies, including CX digitalisation, channel strategies, chatbots, vulnerable customers, personalisation and voice. Connecting you with the most senior voices in customer experience across sectors including financial services, hospitality, media and broadcasting, retail, transport, logistics and utilities, this is your prime opportunity to spark ideas and discuss transformation strategies for the…
Find out more »Is Data Betraying You? Secrets to Building Lasting Customer Relationships
Raw data is cheap. It’s easy to collect. AND it’s essential... especially for Customer Success teams! But if your team isn’t using it correctly, and if you don’t have a way to contextualize it, data will hold you back. Customer Success leaders (and their teams) are burning themselves out spending countless hours every week trying to get clear insight into their users. On September 29 at 2 pm EDT, you can sit down with Kelly Berg, Vice President of Customer Success from Ambition, Ryan Henley,…
Find out more »October 2020
PulseLocal SoCal “BookShop” Series
For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure, (2) roles & responsibilities, (3) support, (4) services, (5) monetization, (6) technology, (7) metrics, (8) and more, while getting your entire company working together in total service to your customer. The "BookShop" goal is to: Learn how to successfully integrate Customer…
Find out more »November 2020
Transitioning into Customer Success – Hosted by Melo Associates
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…
Find out more »All in Together: Working Well with Internal Teams to Deliver Customer Success
Join your Customer Success Community at CuSP’s Final Event for 2020! **IMPORTANT TO KNOW** + All registrants must register via Eventbrite with their full name and email. The Eventbrite emails will take you directly to the event. Please save it and put it on your calendar! **EVENT OVERVIEW** We are excited to announce Alexis Phillips Shoemaker of Snow Software as our speaker for this event! All in Together: Working Well with Internal Teams to Deliver Customer Success. As a customer success manager,…
Find out more »How do you want to be compensated?
There are many sessions out there from a leader perspective on how they compensation Onboarding, Support and CSM's teams. We want to hear from you! What metrics do you like and why? What percentage of a bonus do you think is fair? Join us for what I can only hope will be a hot passionate discussion. Please ask your fellow Customer Success Professionals to join, e.g. Onboarding and Support Reps. Let them have a voice on how they are measured…
Find out more »PulseLocal SoCal “BookShop” Series
For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure, (2) roles & responsibilities, (3) support, (4) services, (5) monetization, (6) technology, (7) metrics, (8) and more, while getting your entire company working together in total service to your customer. The "BookShop" goal is to: Learn how to successfully integrate Customer…
Find out more »December 2020
Future of SaaS Festival
The world's only cross-industry, internationally accessible, multi-stage, virtual events with a laser focus on best practices and the key building blocks for SaaS 🚀 🎤 40+ SaaS leaders 🎥 30+ hours of action-led presentation 💡 6 stages of thought-leading content Learn from the likes of Google, Microsoft, Zoom, Slack, HubSpot, Klarna, Miro and many more on December 1-3.
Find out more »PulseLocal SoCal “BookShop” Series
For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure, (2) roles & responsibilities, (3) support, (4) services, (5) monetization, (6) technology, (7) metrics, (8) and more, while getting your entire company working together in total service to your customer. The "BookShop" goal is to: Learn how to successfully integrate Customer…
Find out more »January 2021
PulseLocal SoCal “BookShop” Series
For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure, (2) roles & responsibilities, (3) support, (4) services, (5) monetization, (6) technology, (7) metrics, (8) and more, while getting your entire company working together in total service to your customer. The "BookShop" goal is to: Learn how to successfully integrate Customer…
Find out more »February 2021
Customer Success Festival
The first internationally accessible, multi-stage, virtual learning event dedicated to customer success professionals! This content-led festival is jam-packed full of thought-provoking content and delivered by leading experts from around the world, connecting YOU with top SaaS companies. - 20+ speakers - 5 stages - 2 days Join thousands of your peers and learn from the likes of LinkedIn, Slack, Microsoft, and more on February 10-11th!
Find out more »PulseLocal SoCal “BookShop” Series
For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure, (2) roles & responsibilities, (3) support, (4) services, (5) monetization, (6) technology, (7) metrics, (8) and more, while getting your entire company working together in total service to your customer. The "BookShop" goal is to: Learn how to successfully integrate Customer…
Find out more »
