Blog
Customer Lifecycle at Scale – Part 3
Customer Lifecycle at Scale (Part 3) Key topics include: Cisco sales and operations Customer accessibility to data and tools Comparative analysis of customer activity and emotions Customer Risk Mitigation Panel Member: Rick Adams., CEO & Founder, Practical CSM Marcos Electo Garcia., Cisco Alex Bourg., Cisco
Customer Lifecycle at Scale – Part 2
Customer Lifecycle at Scale (Part 2) Key topics include: Focusing on self-outcomes for Customer Success Relating to customer's needs Responding to challenges and obstacles as a Customer Success leader Information supply chain Sale Cycles Roles and Responsibilities of leaders in the customer lifecycle Customer service tools Panel Member: Rick Adams., CEO & Founder, Practical CSM Marcos Electo Garcia., Cisco Alex Bourg., Cisco
Customer Lifecycle at Scale – Part 1
Customer Lifecycle at Scale (Part 1) Key topics include: Cisco's drivers for change, the process of change, and how cisco underwent changes Customer lifecycle today Cisco customer life cycles Role of Cisco's partner in the customer's life cycle What the future has installed for customers' life Panel Member: Rick Adams., CEO & Founder, Practical CSM Marcos Electo Garcia., Cisco Alex Bourg., Cisco
What is a “Customer Segment” and why might I segment my customers? – Rants&Musings with Rick Adams
What is a "Customer Segment" and why might I segment my customers? - Rants & Musings with Rick Adams Key topics include: What is a Customer Segment? Uses of Customer Segmentation Application of Customer Journey to Customer Segmentation Panel Members: Rick Adams, CEO & Founder, Practical CSM
The Role of Change Management with Mark Yearby – Part 3
The Role of Change Management with Mark Yearby – Part 3 Key topics include: Change Management vs Project Management Executing Customer Success Management How to Manage your Customer Success Team Panel Members: Rick Adams, CEO & Founder, Practical CSM Mark Yearby, CEO & Founder, MARQ-ONE
What is a “Customer Journey”? – Rants & Musings with Rick Adams
What is a “Customer Journey”? – Rants & Musings with Rick Adams Key topics include: Understanding the Customer Journey and Its Purpose Guidelines in Creating a Customer Journey Map Panel Member: Rick Adams, CEO & Founder, Practical CSM
The Role of Change Management with Mark Yearby – Part 2
The Role of Change Management with Mark Yearby – Part 2 Key topics include: Changes as an Opportunity for Customer Success What is Ostrich Syndrome, Brexit, and Three-legged Stall? Customer Success Process (Assessment, Planning, and Implementation) Panel Members: Rick Adams, CEO & Founder, Practical CSM Mark Yearby, CEO & Founder, MARQ-ONE
The Role of Change Management with Mark Yearby – Part 1
The Role of Change Management with Mark Yearby – Part 1 Key topics include: Defining Change Management and Customer Success Manager Pandemic's Effect on Customer Needs Role of Change Management for the “New Normal” Difficulties in Customer Retention during Pandemic Overcoming the Impact of Internal and External Change Panel Members: Rick Adams, CEO & Founder, Practical CSM Mark Yearby, CEO & Founder, MARQ-ONE
What do you do when the product is broken? – Rants & Musings with Rick Adams
What do you do when the product is broken? – Rants & Musings with Rick Adams Key topics include: Can the CSM Fix the Problem? What can the CSM do when Product is Broken? Collaboration as a Critical Aspect Panel Members: Rick Adams, CEO & Founder, Practical CSM
Resellers… Are you a valued partner or just another supplier? – Rich Goodman – Part Three
Resellers… Are you a valued partner or just another supplier? – Rich Goodman – Part Three Key topics include: Involvement of Information Technology Researching about the Customers What to do when Expanding your Business? Panel Members: Rick Adams, CEO & Founder, Practical CSM Rich Goodman, Co-Founder, Glu Group
Resellers… Are you a valued partner or just another supplier? – Rich Goodman – Part Two
Resellers… Are you a valued partner or just another supplier? – Rich Goodman – Part Two Key topics include: How you become a Trusted Partner from being a Supplier Selling Outcomes Not Products Importance of Customers Opinions Which matters more… Return on Investment or Cost of Product? Panel Members: Rick Adams, CEO & Founder, Practical CSM Rich Goodman, Co-Founder, Glu Group
The ADKAR Framework for Change Management – Rants&Musings with Rick Adams
Are You Selling Products or Outcomes? - Rants & Musings with Rick Adams Key topics include: What do we actually sell… Products or Outcomes? Presale Endeavors Impact to Customer’s Expectations Difference between Selling Products and Outcomes Panel Members: Rick Adams, CEO & Founder, Practical CSM
Measuring Customer Success ROI – Replay of Live Conversation with Rick Adams and Peter Armaly
Measuring Customer Success ROI – Replay of Live Conversation with Rick Adams and Peter Armaly Key topics include: Roles of Return of Investment for Customer Success Calculating Return of Investment Inclusion of Return of Investment in Business Reviews Panel Members: Rick Adams, CEO & Founder, Practical CSM Peter Armaly, Senior Director, Oracle Customer Success
Scaling Customer Success Services – Replay of Live Conversation with Rick Adams and Peter Armaly
Scaling Customer Success Services Key topics include: How to measure customer success Reasons for scaling customer success Factors affecting the growth of customer success Performing gap analysis for business goal realization Tips to increase customers’ success rate Panel Members: Rick Adams, CEO, Practical CSM Peter Armaly, Senior Director, Oracle Customer Success